Email ticketing - setup and configuration

In this article you will learn how to configure email tickets, there are 3 steps to be followed:

  1. Configure email channel and set mail forwarding
  2. Enable email ticketing from settings
  3. Call the email ticketing API

After this configuration is successful, the tickets that are created via. Raise ticket node for email support groups will be assigned to a live agent for resolution.

1. Email channel and mail forwarding#

Configure the email channel from the channels module, follow the below steps:

  1. Open Channels > Email. You can create an email(/account) for your group that handles email tickets.

  2. Select Basic/Advance and add Email server, Username, Password, etc. Click here for detailed documentation.

  3. In Configuration object field, select Support ticketing.

4. Save the changes.
5. Once the email account details are Saved, Forwarding Address will be displayed.


Purpose of Forwarding address

When any new email is sent to this particular email ID (that was created for support ticketing), the user email will be forwarded to the current Inbox section. That is, the emails sent to the email ID will be available on the platform so that the Agent - customer communication can take place in the Inbox Email chat rather than Email chat.

1.1 Set mail forwarding#

To forward mails from the email chatbox to the platform, follow the below steps:

  1. Copy the Forwarding address from the channels page.
  2. Log in and open your mailbox (Gmail, Outlook, etc).

For Gmail

  1. Open All settings and go to Forwarding and POP/IMAP tab.

  1. Click Add a forwarding address and paste the copied address.
  2. An email verification code will be sent to the Inbox to ensure that the configuration is authorized. Open Inbox > Chats > Bot Messages.

  1. Copy the verification code from the Inbox and paste it into Gmail settings to enable the forwarding of messages.

2. Enable email ticketing settings#

The email ticketing toggle must be enabled from the Inbox settings. Explained in detail here

3. Call email ticketing API#

Enable email services (backend setting):

Once the setup is completed, bot developers need to make an API call (using services like Postman, MuleSoft, or other REST client) to enable the email ticketing service.

cURL of the request (all parameters are mandatory):

curl --location --request POST 'http://localhost:3000/settings/update?bot={botId}' \
--header 'x-api-key;' \
--header 'Content-Type: application/json' \
--data-raw '{
"useNewTicketing": true
botIdUnique ID of the bot for which you want to enable the Email ticketing feature (enter your botID)
x-api-keyUnique access token
useNewTicketingPass true (to enable)

Simplified intuitive design coming soon!

  • 1. Email channel and mail forwarding
  • 2. Enable email ticketing settings
  • 3. Call email ticketing API