TECHNICAL Sign up Sign in EN

Mail channel

The application system supports the receipt of applications through the postal channel for receiving information.

You can create an unlimited number of mail channels. Each mail channel is an organization mailbox.
The mailbox is registered and located on the enterprise side. Only access parameters are specified in the account. The format for receiving and sending messages.

All messages go to the distribution center. This is a table in the system into which the receipt channel, its details and contents are written. Further, based on the message, a client is searched for and an application is created.

PS: The distribution center has a universal basis, it is not necessary to create a ticket. You can program any actions in the system, depending on the channel of receipt (mail to which the letter came) and its content. You can create tasks contractors, leave comments on projects, etc. ... any action you can think of. For the new algorithm, a procedure is written performing the required action in the database and is hung on the trigger for the receipt of information in the distribution center.

In the application, you can send messages to clients and receive their responses. The system will independently determine which order by the message header owns the message, and will include the customer's comment in the ticket body.

Auto Answers

If a mail channel is used to create tickets, you can set up automatic replies to the client when registering his ticket and when it is closed.

For example:
** This letter is generated automatically, you do not need to reply to it **
Your request "[TEXT]" has been received.
It has been assigned the [ID] number. Please do not change the subject of the letter and the number assigned to the application when answering.
We will definitely contact you.

You can also configure the sending of such a notification when the order is closed, or for any other events.


There are situations when autoreplies start to struggle with mail services.

For example, a system notification was sent to your mail from the mail service. An application was created for it. For this request, an auto-answer about its creation was left. mail service sends a reply that the letter cannot be delivered. Because this letter - then an application will be created for it again. To which the auto-reply goes, to which the mail service auto-reply comes, etc. Auto-replies start to fight.

To exclude such a variant of events - there are filters where you can specify, or from which mailbox not to receive messages, or by which occurrence of the subject, or by the occurrence of text. In our example, you can insert the text of the service response from the mail service and the system will break this vicious circle.

You can also filter spam.