Please see below for a detailed explanation of AXSAR Solo Inbound Email features:
1. Support Inbox for help desk tickets (external customer support) and service desk tickets (internal team support)
Each account in AXSAR Solo gets a unique support email inbox.
For example, email@example.com
A company can use this as a support inbox, or use their existing support inbox (e.g., firstname.lastname@example.org) and forward emails to the above inbox.
For each received email on the above inbox, AXSAR Solo will create a help desk ticket, and it will be available under ‘Service’ feature.Email subject will become the Ticket name, and email body will become Ticket details. All email attachments will be created as Files in AXSAR Solo and attached to the ticket. All received files will be also fully searchable in the ‘Files’ feature.
2. Notes Email Inbox
Each business account in AXSAR Solo gets a unique private notes email inbox.
For example: email@example.com
Any emails forwarded to this email inbox will be automatically converted as Notes in AXSAR Solo. If the email contained files, they will also be saved and searchable in the ‘Files’ feature.
3. Files Email Inbox
Each account in AXSAR Solo gets a unique private files email inbox.
For example: firstname.lastname@example.org
Any emails containing files forwarded to this email inbox, will be automatically saved and searchable in the ‘Files’ feature.
4. Each Account/Contact, Contract, Asset, Deal, Ticket, Project, Task has its own unique email inbox
Two different deals will have a different unique email inbox, and so on.
So if a user forwards (CC or BCC) emails to one of above inboxes, all email details (title/body/files) will be saved in the feed of that object, and visible in the timeline.
5. Replying to help desk tickets
Users can reply to help desk tickets within AXSAR Solo.
Email will be sent to the person who created the ticket, and also saved in the feed.
If the customer replies back, his/her response will also automatically get saved in the feed. In such customer communications, ‘Reply To’ value in the emails sent will be something like support+lSjcJH56QvKPSLWu7dyK@l7zd0p1.solo.axsar.com where lSjcJH56QvKPSLWu7dyK is the ticket id.