Email as a support channel

Set up email as a channel to manage all your employee queries from one tool. When your employees send emails to your support email address (say, [email protected]), they'll be converted to Atomicwork requests in the connected Workspace.

Here's how you can set up email as a channel in a workspace.

Using email as a support channel

• Your employees can email your support email address ([email protected]). Their email will be forwarded to your Atomicwork email address. Automatic replies such as out-of-office messages or delivery receipts won’t create a request. These emails are filtered out if they include headers like:

  • Auto-Submitted: auto-replied

  • Auto-Submitted: auto-generated

  • X-Auto-Response-Suppress: DR (Delivery receipts), OOF (Out Of Office replies), AutoReply (Auto replies)

This ensures only genuine emails are logged as requests.

• You can view new incoming email requests in Your workspace > All requests. Service requests can be found in the Service requests view and incidents will be in the Incidents view.

  • If Atom finds a relevant answer, it'll send the most relevant answer to the requester and create a request as well.

  • If an employee's email request matches a service in your catalog, Atomicwork will create a service request on the employee's behalf. Agents will have to write back to requesters to fill out the service form and fulfill the request.

• If an agent responds to the request, the reply is threaded as a response to the first email. All a requester has to do is reply to send a response to the agent.

• Agents can cc external parties (not just employees) in replies and bcc recipients as well.

• Requesters will be able to click on the request link and view their request in the web portal.