Email agent enables e-mail integration

By simply sending an e-mail, a customer can open a maintenance request with the Service Desk.

With TESIS Email Agent, communication with customers can also take place automatically, saving Service Desk operators a considerable amount of time.

How it works

TESIS Email Agent is an email control system that allows you to act on mailboxes to open or update tickets and forward emails to specific customers and operators, to update them on the progress of their reports. A customer can forward an email to a specific mailbox to open a service request. TESIS Email Agent detects the arrival of the new e-mail and processes it through settings that have been appropriately configured. The opening of the ticket within TESIS is processed through these settings, which act on various piece of information contained in the e-mail, such as the sender, the domain, key words in the subject line or in the body text of the message.

Complex rules can be configured and several mailboxes can be associated to ensure a broad level of configuration and programming during the opening process.

Operational features of Tesis Email Agent

Connection to one or more accounts

In TESIS Email Agent, several mailboxes can be configured to which various mail reading and sending settings can be applied. Therefore, the service organisation can customise the incoming, forwarding and sending of email to different teams according to their expertise or create specific email accounts for different companies within your corporate Group.

Incoming mail filters

Through this feature, the service provider can ensure that mails entering the processing system are filtered.

Thus, the confusion and time loss in discarding irrelevant emails and tickets will be avoided. All discarded mails can be forwarded and collected in specific folders, to be analysed, retrieved if necessary, and authorise the sender to exclude the latter from the filter.

Settings to open emails

Several settings that can be applied for incoming mails. The settings can either be sequential or have a specific order of unfolding so that when one of them is completed, the process ends and can proceed to the next mail. Checks are applied to various piece of information and fields in the email, including, for example: the subject of the email, the domain, the certified contacts, and the body of the message.

Configuration of fields to be filled in

The configurator of the settings can decide which information from the mail is to be transferred into the ticket. The information can be selected in order to recognise and select: the customer, its specific location, the object of assistance, the level of urgency, the required activity, the contract, the service required and the centre responsible for the activity.

Ticket Update

Not only is it possible to open new tickets via email, but also to process update emails and store them within the ticket itself. The email can also ensure that the ticket changes its status and a team member is automatically notified of the update.

Attachment check

Thanks to the system that manages the opening attachments in emails tickets, it is possible to set limits on the maximum size allowed for these, thus avoiding useless waste of space allocated and unwarranted processing delays.

Outbox settings

As TESIS Email Agent intercepts the various events on the tickets and can also select them according to a specific criteria, it is able to process replies and send emails to various internal and external parties in the service department. Replies can be automatically sent to the customers who have submitted a ticket or who need to be informed of its progress for some reason.

Creation and use of email templates

It is possible to predefine email formats to be used by linking them to sending settings. The format and content of the email can therefore be customised according to whom the recipient will be or what the content of the message will be.

As a result, more effective interventions and higher quality delivered

INTEGRATION

As Tesis plugs into your programme, it integrates with existing processes and information systems.

CUSTOMISATION

Tesis comes with a high level of customisation, adapting to your organisation model and service category.

VERSATILITY

Tesis can be used in local and wide area networks by leveraging modern web platforms

Rapid management, time-saving and increased process efficiency

With its functionalities, Tesis Email Agent responds to the pressing needs of departmental or customer users as well as Service Desk operators for rapid management, time saving and increased process efficiency, while guaranteeing a high quality of communication.

Further advantages for your organisation

Saving time for ticket registration
Automatic user replies 24 hours
Automatic notifications to affected users
Speed of integration with other systems

Constant control and automatic status changes
The possibility of configuring sophisticated automatic settings
Customising messages