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How to archive emails as requests

In this article

    Emails are still the most common way of business communication. But they can also be a source of stress, neglect and even bad customer experience. Learn how you can easily turn all of your customers inquiry emails into requests in SuperOffice Service. And should you forget to follow up on a request, Service can re-assign it to someone else, so that nobody is neglected.

    This feature only works for MS Outlook for PC.

    Learn how to archive emails as requests

    How to archive e-mail and Customer Service requests from your mailbox to SuperOffice.

    Does your version of SuperOffice CRM look different from this video? That's because this video shows SuperOffice CRM in version 8. But don't worry - all the steps shown in this video are exactly the same in SuperOffice CRM version 9.

    Creating a new request from Outlook

    1. Select the e-mail(s) in Outlook you would like to archive. If you select more than one e-mail, the procedure below is repeated for each e-mail.
    2. Click the Archive e-mail button on the toolbar, and Archive as request from the dropdown.
    3. In the Archive as request dialog, select Create a new request.
    4. In the Place request in this queue field, select the request queue to which you would like to send the request. Each queue has a specific category and priority assigned to it.
    5. Check the Remove from inbox box if you would like to remove the e-mail from the inbox and move it to the Deleted items folder in your mail client after it has been successfully archived in SuperOffice Customer Service.
    6. Click OK. A message appears to confirm that the request has been created. If the sender's e-mail address is recognized, the request is automatically archived to the correct contact and company. If the sender's e-mail address is not recognized, the sender is automatically registered as a new contact in SuperOffice Customer Service.
    7. In the confirmation message, you may select Click here to open request if you would like to have a closer look at the request, or Close to close the confirmation message.

    Adding a message from Outlook to an existing request

    1. Select the e-mail(s) in Outlook you would like to archive. If you select more emails, the procedure below is repeated for each e-mail.
    2. Click the Archive e-mail button on the toolbar, and Archive as request from the dropdown.
    3. In the Archive as request dialog, select Add message to existing request.
    4. In the search field, type the ID or the beginning of the title of the request.
    5. Press ENTER or click the button with the magnifying glass to start the search. The requests matching your search criteria appear in the Select request to add this message to field.
    6. Select the request to which you would like to add the e-mail.
    7. Check the Remove from inbox box if you would like to remove the e-mail from the inbox and move it to the Deleted items folder in your mail client after it has been successfully archived in SuperOffice Customer Service.
    8. Click OK. A message appears to confirm that the request has been updated. If the request had been closed earlier, it is now reactivated.
    9. In the confirmation message, you may select Click here to open request if you would like to have a closer look at the request, or Close to close the confirmation message.