Email to Case

Incoming email messages are created and stored as cases in Cases App. The customer receives the case created acknowledgement email. You can automatically create a case when a customer emails you for support. You can use email ids or aliases to receive emails from your customers.

How do I Authenticate My Email Address?

Follow these steps to authenticate your email address,

  1. Log in and access Cases App from your universal navigation menu bar.
  2. Click on “More” icon and select “Settings” located at the app header bar.
  3. cases settings
  4. Click on “Email to Case” from left navigation panel.
  5. email to case
  6. If you are standard plan user, then you need to upgrade plan in order to use this feature.
  7. Click on “Add” button to add an email address.
  8. Fill in the following details:
    • Receiving Email Account – Your Email address for authentication.
    • Password – Enter the password of your email address.
    • “Addressed To” Email Account – Either you can choose same account or can redirect to email list.
    • IMAP Host Name – Host name of your email address for example: if you have Gmail account then host name is “imap.gmail.com”.
    • Port – Port number of the domain for example: port number for Gmail is 993.
    • Assigned To – Select an Employee to whom it should be assigned automatically.
    • From Email Id – When composing a message you can set this authenticated email address. If you want to use this email id when composing, click on “Off” button to enable “On”.
    • Add to CC – Add the authenticated email id to the CC list, if it is not selected as from address.
  9. email account
  10. Click on “Authenticate” button to authenticate your email address.

For Example: A contact named “Parker Ehlers” composes an email from “Parkerehlers2013@gmail.com” and send to authenticated email address “sofiameyer2013@gmail.com”. His email will be converted as a case in Cases App. You can view the email case in “My Cases” shown in the image below: my cases cases overview Similarly, “Parker Ehlers” also created as a contact in Contacts App with that email address. You can view “Parker Ehlers” in Contacts App. Parker Ehlers will receive an acknowledgement mail from Cases App.