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, [email protected]), they'll be converted to Atomicwork requests in the connected Workspace.
Using email as a support channel
Your employees can email your support email address ([email protected]). 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 workspace > 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 on the request link and view their request in the web portal.