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Email Contacts

The Email Contacts feature is like an email address book for a request. It contains a list of contacts that can be used with email communications. This feature is designed to improve speed and consistency when sending emails from a request by ensuring that the relevant contacts are automatically included in communications.

Email Contacts

This feature is particularly useful in environments where support teams and end users rely heavily on email communications.

How Email Contacts work

When sending an email from a request using the Email Action the To, Cc, and Bcc fields are automatically populated with the email contacts. When replying to an email in the request timeline, the email contacts can be included in the email by using the Reply to Contacts option.

Access

  • This feature is available to any user who has permission to view and work on a request.
  • This feature is available on all request types.
  • A user must have access to a Shared Mailbox.

Adding contacts

Email contacts can be added in the following ways:

  1. When a request is automatically raised from an email. If Inbound Routing Rules are configured to raise a request from an incoming email, any additional recipients included in the To or Cc fields (excluding the shared mailbox address) will be added to the Email Contacts.
  2. When a request is manually raised from an email. When a user manually raises a request from an email stored in a mailbox, any additional recipients included in the To or Cc fields will be added to the Email Contacts.
  3. Manually adding Email Contacts. From an existing request, users can add contacts using the plus + icon.

Excluding contacts

Each contact in the list displays an envelope icon that indicates whether they are automatically included or excluded from a new email, based on the color.

  • Green envelope. Email contacts showing a green envelope will be included in the relevant To, Cc, or Bcc field of the new email.
  • Gray envelope. Email contacts showing a gray envelope will be excluded from the new email.

Excluding Contacts

Clicking on the envelope icon will toggle the setting between being included or excluded. Any changes to these are saved and will still apply when the request is next viewed.

Note

Inclusion is enabled by default when a contact is added.

Editing or removing email contacts

For each email contact, the following actions are available:

Edit

Allows a user to:

  • Update the name of the contact.
  • Change whether the contact appears in the To, Cc, or Bcc field of new emails.

Delete

  • Removes the email contact from the request.
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