TESIS Email Agent enables integration with e-mail.

Through a simple email, a customer or business user can open a ticket to your Service Desk.

How it works

Tesis Email Agent is an email control system that allows users to operate mailboxes to open or update tickets and forward emails to specific users or customers to update them on the progress of their reports.

An email can be forwarded by a departmental user or customer to an appropriate mailbox to open a service request. Tesis Email Agent detects the arrival of this new email and processes it through rules that have been appropriately configured.

The opening of tickets within Tesis is processed through these settings that act on various information contained in the email, such as the sender, domain, specific words contained in the subject line or body text of the email.

Complex rules can be configured and can be associated with different mailboxes to ensure a broad level of configuration and scheduling of the opening process.

Tesis Email Agent Features

Connection to one or more accounts

Multiple mailboxes can be configured in Tesis Email Agent on which various mail reading and sending rules can be applied. Thus, IT can customize the receiving, forwarding, and sending of emails to different teams due to their expertise or create specific email accounts for different companies in their group.

Inbound email filtering

Through this feature, IT can ensure that emails that enter the processing process are filtered. Thus, it will avoid the confusion and time loss in discarding emails and tickets that are not relevant. All discarded mails can be forwarded and collected in specific folders, to be analysed, retrieved if necessary, and authorised by the sender to be no longer included in the filter.

Configuration of fields to be filled

The configurator can decide which information from the mail is to be transferred into the ticket. Information can be selected for: recognizing and selecting the customer, their specific location, the object of assistance, the level of urgency, the activity required, the contract, the service required, and the competence center.

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.

Outbox settings

Monitoring various ticket occurrences and also being able to select them through specific criteria, Tesis Email Agent is able to process responses and send emails to various stakeholders inside and outside the IT department. Feedback can be automatically sent to users who have submitted the ticket or who in some way need to be informed about the progress of the ticket.

Creation and use of email templates

In addition, 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.

Automatic Ticket sorting and notification system

A ticket can be automatically opened by applying a rule and assigned to an operator, either a team or a department, for processing and fulfillment. The support assignee can also be notified immediately with an e-mail message, allowing them to avoid the time and effort of intermediate operators to sort tickets.

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, wide area networks by leveraging modern web platforms

Rapid management, time-saving and increased process efficiency

Tesis Email Agent with its features responds to the continuous and pressing needs for quick management, time saving and increased process efficiency, while ensuring 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 rules
Customising messages