Receive requests with forms and email
5 min
By the end of this lesson, you'll be able to:
- Describe the process of an email request
- Determine where to receive email requests
- Choose a request type for email requests
You can receive customer requests by email
Customers communicate with your team in two ways. They can create a request in the portal or send a request by email.
Customers can email a request to an email account that you have linked to your service space.
Once a work item is created, emails between agents and customers using the linked email address will be automatically saved to the work item as comments. This makes it easy for customers who prefer email to open requests and contact your team.
👇 Watch this video to see the process of an email request.
By default, only people with an account can raise requests through email or the customer portal. You can configure customer permissions so people you specify on your customer list can raise requests, or so anyone can sign up for a customer account and raise requests.
Currently, a service space can have up to 10 email addresses connected to it.
Where can you receive email requests?
You can use a pre-configured email address or a custom email address.
👇 Click the tabs below to learn more about these options.
Your service space comes with a pre-configured cloud email address you can send customers to use immediately. This email takes the space key and the URL of your cloud site.
Choose a request type for email requests
When a customer emails your service space, a corresponding request is created with the Summary and Description fields. The subject of the email is copied to the Summary field, and the contents of the email are copied to the Description field.
When you set up the email channel, you need to choose the request type to use for email requests. Therefore, you need to have at least one request type in your space with the Summary and Description fields, and they must both be visible. Any other visible fields, if any, must be optional.
To choose a request type in a company-managed service space:
- From your company-managed service space, select More actions (represented by ···) next to the space in the sidebar, and select Space settings.
- In the sidebar, navigate to Request management, and select Request types.
- Here you can edit existing request types or create new request types.
You can’t choose a request type for email requests in team-managed spaces. Instead, team-managed spaces have a single request type for email requests available by default.