Working with Email Cases

ServiceJourney helps compile and organize emails in a single place so no customer request goes unnoticed. Treating email as Cases helps agents triage, automate tasks, set up workflow and SLA rules, and monitor how many emails come in and how many responses go out.

ServiceJourney can be configured to capture incoming emails and take any of the following actions:

• Automatically create a new generic Email Case
• Automatically create a new Complaint, Enquiry or Request Case
• Automatically attach to an existing Case
• Remain without a Case until manually processed

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