You can add up to five email addresses to a Pyrus form. Requests sent to any of these addresses will automatically appear as a ticket in Pyrus.
To add an email address, open the form configuration page and go to Integrations.
- Click on Set Up next to Email.
- Map the email attributes to the form fields.
- Enter your customer support email address in the Email field, then click on Next. Every request sent to this email address will appear as a ticket in Pyrus.
- Pyrus will automatically identify your email connection settings, like the address and port numbers for your IMAP/SMTP servers. Click on the Show advanced link and check each of them. You should contact your email server administrator with any questions or issues here.
- Fill out the password and click Next.
If the information is correct, the connection status will be Online. From now on, Pyrus will make tickets from incoming emails at this address. You can turn this off at any time by putting the switch in its Offline position.
If Pyrus reports an error, double-check that the email address, password, and email server parameters are correct.
If you’re using a Google email address, you don’t need to enter your server parameters. Instead, you’ll be redirected to your Google account and Pyrus will ask for permissopn to access it. Everything else is configured automatically from there.
If you manage users with G Suite and want to increase the number of emails they can send, the domain administrator can configure the SMTP relay (outbox message routing from another domain) using this instruction. Use the following parameters to configure the SMTP relay service:
You can add up to five emails to a form. This is a good idea if your support service uses multiple email addresses. One might be for general issues, one might be for API-related questions, and one for mobile-related questions.
You can also configure automatic ticket assignment based on which email the customer is contacting.
Click on Add email address and set it up like you did the existing one. Once again, every client request received as an email to this address will appear in your Pyrus account, no matter which email the client used to contact you.
Pyrus Tip: for Microsoft Bussiness email users. Need to enable SMTP authentication for that email address in your Microsoft 365 admin center:
Go to https://admin.microsoft.com/
In the top-left corner of the admin center go to Users > Active users.
Click on the email account that you want to use. This will expand a slide-out with more options.
In the slide-out, go to the Mail tab. Then, click the Manage email apps option.
Check the box for Authenticated SMTP in the list of options. Then, click the Save changes button at the bottom.
Internal notifications and other messages might appear in your Inbox, but they shouldn’t be turned into tickets. There are two ways to manage this kind of message. First, you might redirect them to another email address. If this is inconvenient, you can set up a special folder for receiving notifications. Pyrus only checks your Inbox, so it won’t turn messages from other folders into tickets.
Sometimes a client will add to a resolved ticket with a completely different question. For example, if they first contacted you about problems with the payment, then asked you a week later about terms of service, their question can appear in the old ticket. But this is a new topic — for the purposes of statistics, it’s better to open a new ticket.
You can set a condition for automatically creating a new ticket using advanced settings.
- Open the form settings. In the Integrations section, click on the designated email address.
- Go to the Advanced settings section. By default, all messages in the thread with the same subject line are kept in one ticket. Click on that line.
- Check the box and set a timeframe for creating a new ticket if someone replies after the task is finished. Then click Save.
Suppose you have several email addresses for client requests and firstname.lastname@example.org is specifically for technical issues. To immediately identify those requests, you can configure an autocomplete for the Category field in tasks for emails to this address. You can even route such requests directly to the specialist best equipped to handle them.
To configure autocomplete, go to a form’s Configure tab. In the Integrations section, click on Email.
On the Emails tab, click on the address your customers usually write to.
In the Automatically change these fields section, click on Add field and designate the field and the value that Pyrus will automatically put there. In our example, it’s Category — Technical Issue.
You can configure this for any Catalog and Multiple choice fields.
If you use ticket statuses, you can configure the status to update when your clients reply via email. Suppose a support specialist asked a client some additional questions, changing ticket status to “Request information”. When Pyrus receives an answer, it will automatically change the ticket status to “In progress”.
To change this, go to the Configure tab in the form.
On the Emails page, click on the email address your clients use to contact your company.
In the Automatically change these fields section, add the status that Pyrus will designate when it receives a reply via email.
Suppose you’ve changed the password for an email account connected to a Pyrus form. When that happens, Pyrus will stop converting emails sent to this address into tickets. You will see the number of forms that lost their connection to a designated email account in a red circle next to Forms in the left menu.
You will also see the warning near the form needing to be reconnected to an email.
To get things working normally again, update the connection to the email.
- Open the form settings. In the Integrations section, in the line next to the disconnected email, there will be a note saying that the Server is not responding. Click on that email address.
- Click on the disconnected email address.
- If your email provider is Google, click on the Update authorization button. The password will update automatically. For other email providers, add new password in the Mail server settings section.
- If there are messages that haven’t been converted into Pyrus tickets, you will see a message asking if you want to process them.