Using forward in email client

Hi,

We have noticed that some customers reply to support person's personal email-address instead of global support email-address. What is best way to forward these incoming messages to existing tickets in Customer Service?

If support person uses "regular" forward in email client, message shows up empty in Customer Service. I assume that's because CS automatically hides quoted text? So is there way to avoid this?

RE: Using forward in email client

Hi,

I would suggest utilizing Maillink as method for "forwarding" emails sent to personal email addresses into Service, function is explained in Help.

 

By: Michel Krohn-Dale 25 May 2020

RE: Using forward in email client

Thanks for reply, does Maillink work in Mac?

By: Mikko Tillikainen 25 May 2020

RE: Using forward in email client

Hi,

Maillink does not support Mac users. For Mac users using Office365 in Online we have SuperOffice for Outlook or SuperOffice Gmail Link.  

 

By: Michel Krohn-Dale 25 May 2020

RE: Using forward in email client

Another thing which came up in discussions with customer about Maillink. Do you know if it's possible to disable auto-reply when creating tickets with Maillink?

By: Mikko Tillikainen 27 May 2020

RE: Using forward in email client

Hi,

Purpose of "Archive as request" in Maillink is to impersonate a mailbox (ie act as customer did send email to global address), so if autoreply is active on mailbox selected it will send autoreply. However if you select to add message to existing request it will not send autoreply again.

By: Michel Krohn-Dale 27 May 2020