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Email to Case

Mythradon supports the ability to automatically create a new Case record from each email incoming to a specific Group Email Account. We refer to this functionality as Email-to-Case.

Specifically with Email-to-Case, any Case records that are created can be automatically distributed to users of a specific team. There are three available distribution rules:

  • Direct Assignment
  • Round-Robin Assignment
  • Least-Busy Assignment

Note: Only the first email in the thread creates a new case. Every subsequent email will be linked to the existing Case record and a note will be added to the Stream panel.

When a user wants to send a reply to the customer, they need to make sure that the case is selected as a parent of the email that is being sent. It will add the Group Email Address to the Reply-To field of the email. This will ensure that the customer's reply will be sent to the group address rather than to a specific user's email address.

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Direct Assignment

The Mythradon Email-to-Case - Direct Assignment allows you to define a User that emails incoming to a specific group email address will be assigned to.

This allows you to assign Cases to the best possible user who can assist with specific types of Cases.

To set this up:

  • Select Administration | Group Email Accounts from the Menu Button
  • Click to Create Email Account button or Edit an existing record
  • Check Create Case checkbox in Action
  • Select Direct-Assignment from the Case Distribution dropdown
  • A new dropdown called Assign to User will be displayed. From here you can assign Cases to a specific user.

Direct Assignment

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Round-Robin Assignment

The concept of a Round-Robin assignment process is to allocate work to users from the top to the bottom of a list until all users have been assigned a work item and then repeat the cycle.

The Mythradon Email-to-Case - Round-Robin Assignment uses the members of a Team that is assigned to a Group Email Account to obtain the list of users for assignment.

To set this up:

  • Select Administration | Group Email Accounts from the Menu Button
  • Click to Create Email Account button or Edit an existing record
  • Check Create Case checkbox in Action
  • Select Round-Robin from the Case Distribution dropdown
  • Select a team in Target Team dropdown
  • A new dropdown called Target User Position will be displayed. For the moment, only one value of All is supported.

Round Robin

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Least-Busy Assignment

The Mythradon Email-to-Case - Least-Busy Assignment allows you to allocate work to the least-busy user from a list of all users.

The Mythradon Email-to-Case - Least-Busy Assignment uses the members of a Team that is assigned to a Group Email Account to obtain the list of users for assignment.

To set this up:

  • Select Administration | Group Email Accounts from the Menu Button
  • Click Create Email Account button or Edit an existing record
  • Check Create Case checkbox in Action
  • Select Least-Busy from the Case Distribution dropdown
  • Select a team in Target Team dropdown
  • A new dropdown called Target User Position will be displayed. For the moment, only one value of All is supported.

Least Busy

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Update Case Status When an Email is Received

The Mythradon Email-to-Case - Update Case Status allows you to update status of a case when a responding email related to the case is received.

Note: In order to use this setting, Create Case checkbox needs to be selected.

To set this up:

  • Select Administration | Group Email Accounts from the Menu Button
  • Click to Create Email Account button or Edit an existing record
  • Check Create Case checkbox in Action. A new section called Customer Response Rules will be displayed
  • Check Update Case Status When Reply Recieved checkbox.
  • A new dropdown called New Case Status will be displayed. The case status will be changed to this new status when a responding email is received.

Update Status

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See also

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