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Email-to-Case

Mythradon supports automatic creation of Case records from emails received by a designated Group Email Account. This functionality is known as Email-to-Case.

When enabled, each new email thread to the Group Email Account triggers the creation of a Case. Subsequent replies in the same thread are automatically linked to the existing Case, with each message recorded in the Case's Stream panel for context.

Note

Only the initial email in a thread creates a new Case. All replies to the original thread are appended as notes within the Case's Stream.

Replying to Customers

When responding to a customer, users should ensure the Case is selected as the parent of the outgoing email. This ensures the Group Email Address is added to the email's Reply-To field, directing customer responses back to the shared address-rather than an individual user's inbox.

Case Distribution Rules

Mythradon supports three automated distribution methods to assign new Cases created via Email-to-Case to users:

  • Direct Assignment - Assign all incoming Cases to a specific user.
  • Round-Robin Assignment - Evenly distribute Cases among team members in a sequential cycle.
  • Least-Busy Assignment - Assign Cases to the user with the fewest active Case assignments.

Direct Assignment

With Direct Assignment, every new Case created from a particular Group Email Account is automatically assigned to a specific user. This is ideal for directing Cases based on category or responsibility.

To configure Direct Assignment:

  1. Go to Administration → Group Email Accounts from the Menu Button.
  2. Click Create Email Account, or edit an existing account.
  3. Navigate to the IMAP tab.
  4. Enable the Create Case option in the Action section.
  5. Select Direct-Assignment from the Case Distribution dropdown.
  6. A new dropdown labeled Assign to User will appear. Choose the user to receive these Cases.
  7. Additionally you can select a Team that the Case will be assigned. All members of the selected Team will have visibility to this Case.

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Round-Robin Assignment

Round-Robin Assignment distributes Cases evenly among the members of a selected Team, cycling through the list of users each time a new Case is created.

To configure Round-Robin Assignment:

  1. Go to Administration → Group Email Accounts from the Menu Button.
  2. Click Create Email Account, or edit an existing account.
  3. Navigate to the IMAP tab.
  4. Enable the Create Case option in the Action section.
  5. Select Round-Robin from the Case Distribution dropdown.
  6. Choose the desired team in the Target Team dropdown.
  7. Select a position in the Target User Position dropdown if you want to allocate to a specific position within the Target Team or select --All--

User Positions

In Mythradon, Positions are defined within each Team. A User's Position for a given Team can be set directly on their User record within the Team field.

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Least-Busy Assignment

Least-Busy Assignment allocates incoming Cases to the user with the fewest currently assigned Cases from a specific Team.

To configure Least-Busy Assignment:

  1. Go to Administration → Group Email Accounts from the Menu Button.
  2. Click Create Email Account, or edit an existing account.
  3. Navigate to the IMAP tab.
  4. Enable the Create Case option in the Action section.
  5. Choose Least-Busy from the Case Distribution dropdown.
  6. Select a team in the Target Team dropdown.
  7. Select a position in the Target User Position dropdown if you want to allocate to a specific position within the Target Team or select --All--.

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Customer Response Rules

Customer Response Rules define automated actions that occur when a related customer reply email is received.

Update Case Status on Reply

The Update Case Status When Reply Received option automatically updates the status of a Case when an associated customer reply is received.

Note

This feature requires the Create Case option to be enabled for the Group Email Account.

Send Push Notification on Reply

The Send Push Notification When Reply Received option determines which users will receive a push notification when a customer replies to a Case-related email.

How to enable automatic status updates:

  1. Go to Administration → Group Email Accounts.
  2. Create or edit a Group Email Account.
  3. Ensure Create Case is checked in the Action section. A new section titled Customer Response Rules will appear.
  4. Check Update Case Status When Reply Received.
  5. Select if the Assigned User or the Team should receive a push notification
  6. A New Case Status dropdown will appear. Select the status to be applied upon receiving a customer reply.

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See Also