This feature is only available for Swat.io Pro and Enterprise licences, you can find detailed information about the licences HERE.
From now on it is possible to add an email address as a channel. This way, incoming emails will generate tickets in your Swat.io inbox and can be answered and processed as usual via the Swat.io ticket area.
In case you cannot see the workspace-settings in Swat.io, you are not equipped with the needed permissions as a workspace manager. In that case please contact a colleague with the necessary permissions.
In order to add an Email-address to Swat.io, go to the general workspace settings and click on "Channels". Then on the top right you will find the button "Add channel":
Select "Email":
As a next step it is necessary to set up email forwarding and to agree to the processing of the email dispatch via the third-party provider Postmark.
Key facts:
The following features are supported for emails in the tickets: Reply, Forward, Archive, Assign, Tag, Mark, Ignore, Activity Log, Sentiments, Templates, Export.
Attachments can be sent and received.
All email tickets are generated at subject level.
Prioritize the "Reply-To" email over the "From" header
The original sender of the email can define an alternative recipient for replies in the “reply to” field. If the “reply to” field contains an email address, the reply from within Swat.io will be sent to that address. If the “reply to” field is empty, the email reply will be sent to the sender (“from”) by default.
This is particularly useful when the first customer contact is made via a contact form. Using this setting, it is now possible for the customer to be contacted directly and for the "Reply-To" email to be taken over.
In addition, this feature also makes it possible for forwarded emails to be sent to a different recipient.
This prioritisation can be found in the Inbox settings and can be activated or deactivated at any time:
The Reply-To feature is supported by most major email service providers. An alternative recipient can be specified with Outlook and iCloud, for example. Unfortunately, Gmail does not offer this feature.
You can find more information about adding an email channel in this Help Centre Article, as well as details about ticket generation.
If you have any further questions, don't hesitate to contact our support team either via chat or via support@swat.io!