The E-mail ticket system gives you the ability to configure a project to create issues and issue comment based on incoming e-mails. This is especially useful in support and help desk scenarios where you have a dedicated e-mail address for support issues, or by having a mailbox for bug-reporting, feature requests and so on. For example, it is common to use email addresses like email@example.com, firstname.lastname@example.org , email@example.com, and similar for the ticket system. The support users might be customers, end-users, or anyone who want to know more about your products or services.
How it works
- A support user sends a message to your support e-mail
- VisionFlow checks your mailbox
- If a new message is found VisionFlow either creates a new issue or adds a comment to an existing issue
- If desired, VisionFlow sends an automatic reply to the support user
- Once the message is in VisionFlow it is just like a normal VisionFlow issue that you can schedule and prioritize.
- You can at any time send a reply to the support user, perhaps to request more information.
- If the support user responds to your reply, a comment will be added to the existing issue instead of creating a new issue.
- A complete history of the correspondence will always be kept and a support user will never see comments on issues so you can have private communication about the issue in your team.
VisionFlow can periodically send a search result. You can for example let VisionFlow email you a list of issues that is “due in the next 24 hours” every Monday to Friday at 08:00.