Configure your Email Ticketing & Email Automation

Email Configuration and Email Automation Rules

This feature is part of our initiative to bring backend configurations as configurable admin settings. With this feature, admins and implementation partners will be able to set up email configurations and automation rules.

1. Email Configuration

Users will first have to create an email configuration by clicking on the "Create New" button.

Step 1: Basic Setup

Name: Add the name of the configuration.
Email Address: Add the email address and the email name.
- This will be used for email ticketing (receiving emails that will create tickets).
- This will be used for sending email notifications relating to ticket events (ticket closure, new comments, etc.).
- Note: Both sender and receiver emails will be the same in this setup.

Standard Format: Typically, this email address would be {abc}@helpdesk.leena.ai.

Step 2: Custom Domains (Optional)

Customers can add their custom email IDs for helpdesk if they do not want to use the helpdesk.leena.ai domain.

Requirements for Custom Domains: For this to work, customers must set up Email Forwarding. The NLP-based email triaging (which identifies category/subcategory and creates tickets) must receive the email from the helpdesk.leena.ai domain.

Forwarding: Enable email forwarding from your custom account to {abc}@helpdesk.leena.ai.
SMTP: Configure SMTP settings for the custom email.

Step 3: Disable Email Ticketing

Customers can choose to disable email ticketing in this section.

If Disabled: The configured email will only be used for sending email notifications for ticket updates. The option to create tickets via email will be turned off.

Step 4: Apply to Ticket Schema

Finally, the user must apply this configuration to a Ticket Schema.

This applies to all tickets of Departments associated with this ticket schema.
If the ticket schema is not associated with any department, it applies to the Default Department.

Use Case: Customers can create multiple email configurations. For example, if HR and IT want different emails:

HR: {hr_abc}@helpdesk.leena.ai linked to the HR Ticket Schema.

IT: {it_abc}@helpdesk.leena.ai linked to the IT Ticket Schema.

2. Email Automation Rules

Here, users can set automation rules and exception conditions to be considered during email ticketing. The table will initially have no rules; click "Create New" to begin.

Creating a Rule

Set the name for the automation rule.
Proceed to the Add Rules section.
Choose properties (conditions). When these conditions match, the automation rules apply. You can add more than one property condition.

Property List

Property	Input Type	Description
`forwarderEmails`	String	Filter for forwarder emails (list). Condition applies for all emails IN the list.
`forwarderEmailsNotIn`	String	Filter for forwarder emails (list). Condition applies for all emails NOT IN the list.
`receiverEmails`	String	Filter for receiver emails (list). Condition applies for all receiver emails IN the list.
`senderEmails`	String	Filter for sender emails (list). Condition applies for all sender emails IN the list.
`senderEmailsNotIn`	String	Filter for sender emails (list). Condition applies for all sender emails NOT IN the list.
`senderDomains`	String	Filter for sender email domains (list). Condition applies for all domains IN the list.
`senderDomainsNotIn`	String	Filter for sender email domains (list). Condition applies for all domains NOT IN the list.
`ccEmails`	String	Filter for ccEmails (list). Condition applies for all emails IN the list.
`subjectKeywords`	String	Filter for keywords in the Subject (list). Condition applies if keywords are present.
`descriptionKeywords`	String	Filter for keywords in the Description/Body (list). Condition applies if keywords are present.
`bothKeywords`	String	Filter for keywords in the Subject OR Description (list). Condition applies if keywords are present in either.
`checkPersonalEmail`	Boolean	If added, the system searches for a personal email from the integration and adds missing data (employeeId, displayName) to the ticket requester info.
`isChannelUser`	Boolean	Checks if the sender is a channel user. Rule applies depending on true/false setting.
`isEmployee`	Boolean	Checks if the sender is an employee. Rule applies depending on true/false setting.

User Properties (Employee Master Data) Additionally, userProperties to match can be added if user field conditions from the employee master data need to be included.

Input Format: JSON key-value pairs.

Rule Actions

Based on the conditions added above, define what action needs to be performed. There are 3 available actions:

UserActionProperties:
- Based on rule matches, add user properties to the email ticket being created.
- Input: Defined as a key-value pair JSON input.
Skip ticket creation:
- Select this option if the specified conditions should result in no ticket being created.
Set Action properties:
- If more operations need to be performed on the subsequent ticket created.
- Input: Defined via JSON input.

Final Step: Once conditions and actions are defined, save the entire rule. Multiple automation rules can be added for the same bot. Actions are applied based on whichever rule matches the email ticket.