Email as a support channel

Set up email as a channel to manage all your employee queries from one tool. When your employees send emails to your support email address (say, itsupport@acme.com), they’ll be converted to Atomicwork requests in the connected Workspace.

Here’s how you can set up email as a channel in a workspace.

Using email as a support channel

• Your employees can email your support email address (itsupport@acme.com). Their email will be forwarded to your Atomicwork email address. Automatic replies such as out-of-office messages or delivery receipts won’t create a request. These emails are filtered out if they include headers like:

  • Auto-Submitted: auto-replied

  • Auto-Submitted: auto-generated

  • X-Auto-Response-Suppress: DR (Delivery receipts), OOF (Out Of Office replies), AutoReply (Auto replies)

This ensures only genuine emails are logged as requests.

• You can view new incoming email requests in Your workspaces > [Workspace name] > All requests. Service requests can be found in the Service requests view and incidents will be in the Incidents view.

  • If Atom finds a relevant answer, it’ll send the most relevant answer to the requester and create a request as well.

  • If an employee’s email request matches a service in your catalog, Atomicwork will create a service request on the employee’s behalf. Agents will have to write back to requesters to fill out the service form and fulfill the request.

• If an agent responds to the request, the reply is threaded as a response to the first email. All a requester has to do is reply to send a response to the agent.

• Agents can cc external parties (not just employees) in replies and bcc recipients as well.

• Requesters will be able to click the request link and view their request in the web portal.

Who becomes the requester

When an email reaches Atomicwork through someone else — say a manager forwarding an employee’s request — you can control who the request belongs to:

• With Use the original sender as the requester turned on, Atomicwork looks up to three forwards back and makes the person who first raised the email the requester. The forwarder is added as a follower, so they get updates and a copy of the acknowledgement. With the setting off, the forwarder is the requester.
• Turn off Add the other people on the email as followers if the forwarder shouldn’t have visibility into the request.

Both settings live under Settings > Your workspaces > [Workspace name] > Channels (Workspace settings) > Email.