Turn your inbox into a task-tracking system by creating incidents via E-mail.
Turn your inbox into a task-tracking system by creating incidents via E-mail. If the incident creation feature is turned on, the system will attempt to either create a new incident or update an existing one each time a message arrives in the system inbox.
To create an incident via E-mail, a client with a pre-existing account can simply send an E-mail message describing the problem to the appropriate team E-mail address. If a matching client account is found and the address that the E-mail was sent belongs to an existing team, an incident is created in the system. The item and technician details can be changed after the incident has been assigned. The body of the E-mail becomes the main text of the incident description. Any attachments included with the E-mail will also be attached to the incident. The new incident is assigned a priority type and once the incident has successfully been created, an entry is added to the incident history log stating that the incident was generated via E-mail. The client and the assigned technician then receive E-mails notifying them of the incident created via E-mail and notifies them of it’s successful creation.