Overview

Seamlessly integrate your support email with DevRev and make ticket management easier than ever. This snap-in works effortlessly with a wide range of email providers, from Google Workspace and Microsoft Outlook to Yahoo Mail, Zoho Mail, and even custom domain emails. Once set up, incoming support emails automatically create tickets, allowing you to manage, respond, and track all customer interactions in a unified interface.

Say goodbye to switching between multiple tabs and platforms. Handle all your support tickets without leaving DevRev.

Workflow actions

• Extract ticket from an emailExtracts new ticket based on the provided email content.

• Update ticket on email changesAdd comments to an existing ticket based on email replies.

Features

• Get tickets from support emailWhen a customer emails your support address, a new ticket is automatically created with information about the customer automatically captured on the ticket. When the customer replies to the email, the ticket is updated with a new comment.

• Reply to the customer through Customer Messages tabWhenever a support team member adds a comment in the ticket's customer messages tab, an email is sent with that reply to that customer through your integrated support email. The emails are threaded based on the first email that was received on your support email.

• Enable bot repliesBy enabling bot replies, the Email Integration Bot sends an automated reply, borrowing some time for response and requesting any additional information that may help in the customer’s inquiry. It also allows you to decide whether or not to send emails to the customer for comments added by other bots in the customer messages tab.

• Assign tickets to a part and ownerYou can assign tickets to an owner and a part by default when you configure the snap-in.

• Support for attachments and raw email

The attachments sent by the customer can be viewed in the customer messages along with the comment on the ticket. Also, you can add the attachments (size limit of 25 MB) in the reply to any comment and it will be attached to the email sent to the customer.

Installation

To enable this snap-in, add a connection for Email Service and add the DMARC records to your DNS settings to allow the DevRev app to send emails through your support email ID. Deploy the snap-in and set the forwarding address of your support email to the generated DevRev email address.

For detailed installation and configuration instructions, refer to the documentation.