💡 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 Personnel" node and click to edit the trigger. There will be a dropdown menu labeled "Select Existing Integration." If you have already configured the IMAP integration, you can select it directly from the dropdown menu; alternatively, you can click "Create New Integration" in the dropdown menu. This will open the configuration page for the IMAP integration. The configuration items include: IMAP server address (e.g., imap.gmail.com), port number (usually 993), email username, email password or app-specific password. Please check your IMAP email settings for specific information, and remember to save after filling it out. (If you are using a mail group, just use any mailbox in the mail group)

4. Configure Automatic New Ticket Creation

When the IMAP mailbox receives user emails, a new ticket will be automatically created. You can configure the email information to be saved in the ticket and assign follow-up personnel.

Go to the "Automatically Retrieve User Emails and Assign Follow-Up Personnel" node, and click on the executor for creating new records. It will have 4 pre-set fields: Subject, Issue Description, Sender, and Assignee.

The Subject, Issue Description, and Sender are related to the IMAP email and can be referenced through the variable selector from the trigger. The Assignee needs to be selected from the "Record/Cell/Member/Field Data" in the polling executor, and automation will cyclically select a member from the "Ticket Follow-Up Personnel List" as the follow-up personnel each time it triggers.

5. Save Trigger Configuration and Enable 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.