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Customer inbox

Connect email to WasteHero system and associate ticket with messages

Updated over 2 months ago

Introduction

The Customer Inbox feature allows you to seamlessly integrate your business email with the WasteHero system. This enables you to view and respond to emails directly within the platform. Additionally, you can create and link tickets to specific messages, streamlining your workflow. In this article, we’ll guide you through setting up your email account and linking tickets for efficient request management.

You can find this feature from the left menu bar in ticket management → Customer inbox.


Set up an email address

  1. Navigate to Company Settings by clicking on the "⚙️" icon in the top bar.

  2. In the System section, locate and select Email Account.

  3. Click on the Action button.

  4. Select Add Email Account.

  5. You will be redirected to your email provider's site to complete the setup process.


Actions in customer inbox

When you receive an email from a customer, the message will appear in Ticket ManagementCustomer Inbox. From this view, you can perform the following actions:

01 Change message status and assignee

You can manually update the status of a message to New, Open, Completed, or Rejected based on the progress. You can also manually assign a user for the message.

02 Response message

Select the email address you want to use to reply to the customer. You can also send an internal note directly to your colleagues for internal communication.

03 Associate to an existing ticket:

To associate the message with an existing ticket:

  • Click Associate with Existing Ticket.

  • Enter the ticket ID to link it to the message.

Once linked, the associated ticket will appear in the Associated Tickets section.
If you switch to the ticket view, you’ll also find the related message there.

04 Create new a associate ticket

In the Automation panel, the system will first identify whether the sender’s email is associated with any property. You can quickly view the Contact List and Containers in this section. Simply select the relevant item to create an associated ticket.

If the correct property or container isn’t listed in the Automation panel, you can manually search for it by using the Create Ticket function in the Action box on the left.


Notifications

If you are assigned to a message, you will receive a notification each time the message is updated. To learn more, please read on Notifications.

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