- Tickets Overview
- What is the Purpose of the Ticket Workflow Engine?
- Ticket Types
- Ticket Mailboxes
- How To Manage Workflow Engine Mailbox
- Background Task Explained
- Processing Steps
- Creating Tickets
- The Email Process
- Assignment Emails
- Invalid Emails
- Workflow Engine Management and Test Plans
- How To Handle Bounces
Creating Tickets
STEP-BY-STEP
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1With each mailbox, connect to the mailbox and get all the emails from the box
- With each email, get the email info (to address, from address, subject, content, ...)
- If the email cannot be read - failure (the email is too big or any reason) → an error ticket is created, this ticket does not have contact
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2Get all the items not yet processed from the current mailbox and create a ticket for each, note only emails with a To, CC or BCC Address matching the valid ticket types will create a ticket
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3Determine whether this email is a new email or a reply to a previous ticket.
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4Each outbound email from the ticketing engine has a generated subject line for the ticket type
- example [Support #123-789] - This is a "Support" type ticket, the Ticket ID is 123 and the Support Log ID is 789.
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5If this email has a ticket-generated subject line it is a reply and is added to the existing ticket, if not a new ticket is created.