- Tickets Overview
- 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
Tickets Overview
- Mailboxes are configured as ticket boxes, for example, [email protected], [email protected] or [email protected], any email address can be used
- The Workflow engine connects to the mailbox and imports from the mailbox using IMAP or POP3 to create tickets for each enquiry
- Each enquiry then appears in the ticket listing for handling by team members
- Tickets have a range of statuses depending on the status of the ticket
- Tickets can be responded to using canned responses
