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02 - Sending and receiving emails
7 min
Created by Movidesk on 7/2/2019 4:46 PM
Updated by Karine Moreira on 9/23/2024 5:19 PM

In this article, you will learn how to send and receive emails through Movidesk, according to the following topics:


How email sending and receiving works in Movidesk

Emails sent by the system are triggered through triggers. Six email sending triggers are already configured for predefined situations. You can also set up new specific triggers that meet your company's needs.

Receiving emails through Movidesk will have its behavior determined by the receiving settings in Settings > Email > Accounts.

 

Sending emails

In the trigger configuration, you can write and edit the texts of the emails sent to customers, as well as set and change sending times, the sender account, and the recipients.

Five email to customer triggers are already configured and enabled by default in your Movidesk, which are:

  • Confirmation of emails received and converted into tickets
  • Inclusion or editing of actions by the agent
  • Tickets opened by the agent on your behalf
  • Tickets canceled by the agent
  • Tickets resolved by the agent

There is one last trigger that comes configured but disabled, which is the satisfaction survey - invitation to respond.

In Settings > Automation > Triggers you can edit an existing trigger or create a new one.

In the tab of a new trigger, you need to fill in the name and define the application in the options of the combobox.

As an example, we will use an existing configuration in your Movidesk, the trigger "Email to customer - Confirmation of emails received and converted into tickets". This is a ticket trigger, where the condition to be met is "ticket is opened via email".

The action to be generated is sending an email. As the sender, add your default account and as the recipient, the customers of the ticket.

Below, fill in the subject and the description of the email. You can use placeholders for this filling.

If there is an error in sending the email or an error in the email account connection, you will receive a notification in the bell icon on the top bar of Movidesk.

In email sending, the triggered trigger is directed to a queue that is monitored every 30 seconds. In case of an email sending error, the system will make four additional sending attempts at different intervals: the first after 1 hour, the second after 4 hours, the third after 9 hours, and the fourth after 16 hours. If none of them are successful, the sending will not be completed.

 

Receiving emails

In receiving emails through Movidesk, based on the parameters selected in the already configured accounts, three behaviors may occur in the import, namely:

Converted into a new ticket

  • When the email does not reference an existing ticket in the system;
  • When there is an existing ticket with a canceled or closed status;
  • The subject of the email becomes the subject of the ticket, the content of the email will appear as an action in the ticket, and the attachments are imported into the newly opened ticket.
  • The requester will be the sender of the email. If the address is not registered in the customer list, a new person will be created and added as a customer.

Imported as an action in an already existing ticket

  • When an email is sent from a ticket, an internal reference to the corresponding ticket is included in the body of the message.
  • Thus, when the email is replied to, the content will be imported as an action in the referenced ticket. The creator of the action will be the sender of the email. If the address is not registered in the customer list, a new person will be created and added as a customer.
  • If at the time of email import, the ticket is in a resolved status, it will be automatically changed to in progress, and an action will be generated with the content of the received email.

Ignored for not meeting import requirements

  • Considered spam;
  • Sent from the same account that is processing the receipt;
  • Sent from an account configured in Movidesk for sending and/or receiving;
  • Email address in the list of blocked addresses;
  • Read confirmation emails, temporary absence notices, delivery failure notifications, among other messages automatically generated by email providers.

 

How to block addresses

When you delete a ticket, a pop-up will appear offering the option to block the email address that generated the ticket.

You can perform sender and recipient blocking actions when deleting the ticket or on the email address blocking screen.

To do this, go to settings > email > blocked addresses. You can block sending, receiving, or both from a specific address or domain.

 

How to manage email sending and receiving

In Settings > Email > Log, you can view all emails sent and received by the system.

Attention: When performing a query without a date filter, the system considers the period of the last 30 days for the request.

If you have questions about forwarding emails, we have a complete article that explains this step-by-step: