Sending E-mail to CDESK

Basic steps of entering new requests via e-mail with disabled Message processing:

1. Settings for entering requests by an e-mail

2. Entering new requests by e-mail

3. Entering new request by operator in the name of a customer by forwarding his e-mail into CDESK

4. Option to set the request priority by sending the high-priority e-mail

Operators can also send their own personal messages for processing set as private, visible only for them by sending an e-mails to special set alias.

Setting the permission to enter requests by an e-mail

In case you are not using the e-mail communication to CDESK, read chapter Activation and modes of receiving e-mails into CDESK.

Receiving of e-mails to CDESK is enabled by default for all new customers. Settings can be changed for each customer separately in Admin zone -> Main menu -> Customers - settings -> CDESK settings -> section Entering of CDESK requests and discussion by email.

All e-mails for creating the new request must be sent to the address found in Admin zone -> Users -> Global settings -> tab Message processing -> section Global settings for processing of CDESK messages by emails -> field Public address for sending emails to CDESK (this public address needs to be forwarded to internal CDESK address).

During entering requests and discussion posts to requests, e-mail address of sender is controlled. Only e-mails with known (authorized) senders will be registered in CDESK. Sender can be:

• Computer user – e-mail address used in CDESK registration

• Manually entered address in Admin zone -> Main menu -> Customers -> Tab CDESK settings -> in White list. Only messages from these e-mail addresses or domains will be accepted to CDESK

• Address in customer’s account (for clarity it should be assigned to only one company - customer in CDESK)

• Customer’s contacts (main contacts, contact e-mail of address person in assigned place)

E-mail address of  customer’s “other” contacts (in customer’s settings) are not accepted as valid senders! If you want to authorize additional addresses, add them to customers white list as shown in the following screen:

Entering new requests by an e-mail

Customer enters a request by sending an e-mail to public address alias, which is forwarded to internal CDESK address, displayed  when the option of entering requests and discussion posts by an e-mail is enabled. Each maintainer has specific, own internal CDESK address. E-mail’s subject will be saved as the request’s title, for example “Accounting application doesn’t work properly” and text of email will be recorded as a description of request. There is an option to enter high priority request by sending the high-important e-mail, described further in this article. Request type and Service area can’t be determined in e-mail, so if your company uses this, operator must specify the following data during the first processing of new requests.

Find more information in chapter Activation and modes of receiving e-mails into CDESK.

After successful entering of new request you will be notified by an e-mail, as displayed on picture below.

Entering new request by an operator in the name of a customer, forwarding e-mail from customer to CDESK

http://cms.customermonitor.sk/node/434#forward_operatorom

Entering requests via email from the operator on behalf of the customer is done by forwarding an e-mail that you received from the customer to the email address which appears in the Admin zone -> Main Menu -> Customers - settings -> specific customer -> CDESK Settings -> part Enable entering via e-mail address.

Important: do not change the beginning of email’s subject - original “RE:” or “FW:” must be kept for correct recognition. Without these prefixes, CDESK considers this e-mail as a new request entered directly by operator.

When forwarding an e-mail, if there is a name in part “From:”, instead of whole address, it’s necessary to type full address at the beginning of an e-mail, otherwise CDESK can’t identify the sender and it will result in receiving of an error message into mailbox. 

Email address must be recorded inside the CDESK (in customer accounts, emails of computer users, white lists, contacts of customers), when entering request via an e-mail, the system automatically recognizes address from the part “From:”, or from the first line of an e-mail’s body (see the text above).

During forwarding an e-mail, when the full address is written in “From:” line, there is no need to change anything, CDESK will recognize it.

After opening new request, you can check, the title, description and e-mail addresses.

Successful entering of new request will be notified by an e-mail to all interested parties.

Option to set the request priority by sending the high important e-mail

CDESK offers an option to set the priority of new request entered by an e-mail. This e-mail must be tagged with high-importance symptom (this differs from an e-mail client). E-mail with high importance is marked with an exclamation mark as it is displayed in the following picture

Setting the priority of requests for e-mails with a higher priority can be only done through maintainer account and will apply to all companies – customers, which are registered under this maintainer. Setting can be found in Admin zone -> Main menu -> Global settings -> tab Message processing -> section Global settings for processing of CDESK messages through emails (CDESK requests, discussion, noticeboard) as it is displayed in following picture. You can set the request priority from received high important e-mails here.