💡 IMAP Email to Support Ticket

The IMAP Email to Support Ticket template is designed to automate the collection of user feedback emails, extracting the email content and entering it into a ticket form. Whenever a user sends a feedback email to a designated email address, the system monitors the inbox via the IMAP protocol, automatically recording the email's subject, content, and sender information, and assigning the feedback to team members for follow-up. This template is suitable for handling user issues, feedback, and support requests, enhancing response efficiency and ensuring task follow-up.

👉 How the Template Works

This template includes two data tables and one automation node.

• Automation Task "Automatically Retrieve User Emails and Assign Follow-up Personnel": When the specified IMAP inbox receives a new email, a new ticket will be automatically created in the "Support Tickets" node, and a follow-up person will be assigned in rotation, while also creating a task for that follow-up person.
• Data Table "Ticket Follow-up Personnel List": This table stores the members responsible for following up on tickets, and the automation will assign follow-up personnel in rotation from this table.
• Data Table "Support Tickets": This table holds ticket records, including the content of user emails, sender, reception time, ticket follow-up person, follow-up status, and other information.

🎯 Steps to Use

1. Install the Template

Install this template in your Bika space station.

2. Add Ticket Follow-up Personnel

Go to the Ticket Follow-up Personnel List to add members responsible for following up on tickets, enabling the automation process to assign follow-up personnel in rotation.

3. Add IMAP Integration in Automation

Go to the "Automatically Retrieve User Emails and Assign Follow-Up Staff" node and click Edit Trigger to configure how the automation is triggered when an email is received.

Once you open the Trigger configuration, you will find a dropdown menu for IMAP Email Integration. If you have already configured an IMAP integration, you can select it directly from the dropdown menu.

If not, you can click Create New Integration in the dropdown menu. This will open the IMAP integration configuration page.
The IMAP configuration options include: IMAP server address (e.g., imap.gmail.com), port number (usually 993), email username, email password, or app-specific password. Refer to your email account settings for this information. After filling in the details, save the configuration. (If you are using a group email, you can use any email address within the group.)

After saving, you will return to the Trigger configuration page, where you can select the integration you just created. If you need to retrieve emails from a specific folder, you can select the folder; the default is Inbox. To retrieve attachments, enable the attachment option. Additionally, if your email platform supports node-imap search rules, you can customize email search rules to filter emails.

4. Set Email Filters

Click the first filter action to enter the configuration page.
The template has two preset filters: the process continues only when the email subject contains the keyword "Feedback" and the email is cc'ed to "your_team@example.com".

You can add or modify the filter conditions as needed. Use / in the condition field to access the variable picker and retrieve values from the previous Trigger variables. For example, you can check if the email subject contains specific words or matches a particular date.

If no filtering is required, you can clear the conditions or delete this action.

5. Configure Auto-Creation of Tickets

When the IMAP mailbox receives a user email, a new ticket will automatically be created. You can configure the email information to be saved in the ticket and assign a follow-up staff member. Go to the "Automatically Retrieve User Emails and Assign Follow-Up Staff" node and click the executor for creating a new record to access the configuration page.

You can modify the fields to be filled in during ticket creation as needed. Each field configuration has a settings button on the right to switch to variable input and retrieve values from previous steps.

The template includes four preconfigured fields: Subject, Issue Description, Sender, and Assignee.

• Subject, Issue Description, and Sender are related to the IMAP email and can reference corresponding variables from the Trigger using the variable picker.
• Assignee is determined by selecting the "Record/Cell/Member/Field Data" from the round-robin executor. Each time the automation is triggered, it will cycle through the Ticket Follow-Up Staff List and assign one member as the follow-up staff.
  

6. Save Trigger Configuration and Activate Automation

Return to the automation homepage and click the switch to enable automation.

Once configured, when the IMAP mailbox receives an email, the system will automatically create a new ticket in the "Support Ticket" node, assign a follow-up personnel in turn, and create a task for that personnel. You can now try sending an email to the IMAP mailbox to test the operation of the entire template.

👉 This Template is Ideal For

• Customer Support Teams: Teams that need to efficiently handle user feedback, issue reports, and support requests.
• Product Managers: Professionals who wish to collect user feedback to improve product features and user experience.
• Marketing Teams: Personnel who need to track user feedback on marketing activities and product promotions to adjust strategies.
• IT Support Personnel: Professionals responsible for handling technical issues and user requests, who can use this template to streamline workflows.
• Startups and Small Businesses: Start-up teams and small enterprises looking to automate user feedback processing to improve efficiency.
• Service Industries: Companies and organizations that need to continuously gather customer feedback to enhance service quality, such as in the hotel, restaurant, and education sectors.

⭐ Main Features of This Template

• Automated Email Monitoring: Real-time monitoring of the designated inbox via IMAP, automatically collecting user feedback and reducing manual operations, thereby increasing work efficiency.
• Automatic Information Extraction: The system can automatically extract the subject, content, and sender information from emails, ensuring the accuracy and completeness of data entry.
• Intelligent Task Assignment: Automatically assigns tasks to team members based on preset rules, ensuring that every feedback is promptly handled and followed up on, thereby enhancing user satisfaction.

🔧 Frequently Asked Questions

1. What email services can I use? Most email services that support the IMAP protocol can be used, such as Gmail, Outlook, Yahoo Mail, etc. Ensure that the IMAP feature is enabled in your email settings and obtain the corresponding server address and port number.

2. How do I handle the received feedback? Feedback information will automatically be imported into the designated ticket form. Team members can view the tasks assigned to them in the task assignment table and record processing progress. Be sure to regularly update the feedback status to reflect progress.

3. Can I customize fields and task assignment rules? You can customize the fields of the feedback email form and the task assignment rules according to your team's specific needs. Please make the necessary adjustments in the automation settings.