integrations:email

Email

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.

  1. Click on Set Up next to Email.
  2. Map the email attributes to the form fields.
  3. 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.
  4. 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.
  5. 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.

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.

Creating a new ticket

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.

  1. Open the form settings. In the Integrations section, click on the designated email address.
  2. 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.
  3. Check the box and set a timeframe for creating a new ticket if someone replies after the task is finished. Then click Save.

How to automatically change form fields

Suppose you have several email addresses for client requests and support@example.com 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.

How to automatically update a ticket status

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.

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