Email in queue enables agents to receive e-mail enquiries through the Agent Application. They are queued and distributed to agents alongside enquiries from other channels. All e-mails, both answered and unanswered, are included in statistical reports as well as in the agent ticker.
Emails in Puzzel case management system automatically converts them into support tickets and assigns a unique case id. This will then be categorised and assigned to the right agent through our clever routing mechanism. For more details please read the module description on Case Management.
Organisations need a connector for the e-mail to work. Puzzel has developed a connector for Exchange mail server. See "Exchange Connector" for information.
Puzzel has developed Connector tools for integrating customers' e-mail with our Agent Application. Customers can use these connectors to subscribe to new mail events on mailboxes and public folders. If you are not using Microsoft Exchange or Office 365 for your emails, you must ensure to have a similar connector to the Agent Application, or purchase a consultation on how to integrate with Puzzel.
Puzzel offers different connectors for Exchange Server 2010 and higher, and also for Office 365 email solutions. Furthermore, we have utilised the Office 365 connector functionality in Azure that will help you effortlessly automate the mail flow between Microsoft office 365 and Puzzel mail server. By utilising the connector functionality and defining the triggers and workflow with the aid of Azure logic apps, you will be able to manage your email account in a systematic way.
For more details on each of the email connectors read the following articles:
Download the product sheet for Email Channel here: