Base de connaissance
Base de connaissance
Note: This Ragic feature is completed using the features of AWS SES. If your database is using the on-premise option, you would need to purchase your own domain and AWS SES services to use this Ragic feature.
While the E-mail Support Ticket System Template allows users to manage received e-mails within Ragic, it is possible to create entries from received e-mails to save in your Ragic database by setting "apname.tab_path.sheet_index@tickets.ragic.com" as the e-mail recipient.
Let's say your database account name is testing123, and the sheet url is "www.ragic.com/testing123/forms1/1", then the corresponding e-mail address would be "testing123.forms1.1@tickets.ragic.com".
After entering the corresponding e-mail address, you will need to set up automatic forwarding to this e-mail address or add this e-mail address into your company e-mail group (or mailing list), so when you receive e-mails through your company's support e-mail address, they will be generated as entries in this sheet.
Your users can reply to the e-mails that are recieved directly through Ragic. All responses in the e-mail thread will be stored in the same entry as well.
In order to retrieve e-mail content data in corresponding fields, you can map the e-mail content to fields by adding manual attributes to each field, such as the subject, sender's e-mail address, name, etc.
Below are the parameters you can add for e-mail content mapping:
| Parameter | Value | Description |
|---|---|---|
| email_subject | 1 | The e-mail's subject field will be mapped to this field |
| email_content | 1 | The e-mail's full content will be mapped to this field |
| email_updateDate | 1 | The ticket's last update date will be mapped to this field |
| email_fromAddress | 1 | The sender's e-mail address will be mapped to this field |
| email_fromPersonal | 1 | The e-mail from user name will be mapped to this field |
| email_updateEmail | 1 | The e-mail of the person who last updated this field |
| email_toAddress | 1 | The recipient's e-mail address will be mapped to this field |
| email_toPersonal | 1 | The recipient's name will be mapped to this field |
| email_ccAddress | 1 | The CC e-mail address will be mapped to this field |
| email_ccPersonal | 1 | The CC name will be mapped to this field |
| email_needAction | 1 | The need action Y/N will be mapped to this field |
| email_upload | 1 | The e-mail's attachment will be mapped to this field(The field type need to be File Upload) |
After adding manual attributes to the fields, you can send a test e-mail to check if the e-mail content is now correctly mapped to the fields.
