Email-to-Case

AllVoices now allows you to create cases directly from email. With this functionality, AllVoices Admins can automatically turn an incoming email into a new case or add the email to an existing case. Additionally, third-party email addresses are supported so that admins can create new cases or add to existing cases from external systems like Jira or ServiceNow. 

If you’d like to enable Email-to-Case for organization, reach out to your CS representative. 

How it works: 

Once enabled for your organization, AllVoices admins can turn an email message into a case by simply forwarding the email to the company’s unique email address. This email address will be created using your custom landing page subdomain. For example if your company’s landing page is enterprise.allvoices.co the emails would be as follows:

To turn an email message into a new case forward to:

yourcompanysubdomain@cases.allvoices.co

For ex: 

If your company subdomain is: enterprise.allvoices.co

Forward to email: enterprise@cases.allvoices.co 

To add the email message to an existing case, you’ll need to first get the case’s unique case id from within AllVoices and then forward to that unique case using the id: caseid@cases.allvoices.co

For ex:

If Case ID is RKJBRPR78

Forward to email: RKJBRPR78@cases.allvoices.co 

Note: The admin’s email must match the email associated with their AllVoices account. The admin must also have permissions to be able to create a case and upload documents as defined by their user role. 

Creating a new case: 

Once the email message is forwarded to the appropriate email address {yourcompanysubdomain}@cases.allvoices.co a case will be created in the system. The body of the email will be used to generate the case details and any attachments will be added to the notes and attachments section of the case. 

If Vera is enabled: 

• Vera will parse the body of the email, auto-fill the case details with the information available and route accordingly. 

If Vera is not-enabled: 

• The body of the email will generate the case summary however the case fields will not auto-fill. 

Adding to an existing case: 

First retrieve the case id of the case you wish to add to and then forward the email message to the appropriate email address (caseid@cases.allvoices.co). 

For ex: RKJBRPR78@cases.allvoices.co

The entire email thread will be added as an attachment in the notes and attachments section of the case along with any attachments in the email. 

How to create cases or add to existing cases in AllVoices from external systems using email-to-case: 

Your team can use email-to-case functionality to create new cases or add to existing cases in AllVoices from external systems like Jira and ServiceNow by adding a secondary authorized email. 

To add an authorized email navigate to your settings-> my account-> and scroll to ‘Add Authorized Emails’ 

Once the authorized email is added, emails forwarded from this address will be accepted to create a case and will be associated with the administrative user. 

Note: Only one AllVoices admin can be associated with the secondary authorized email. 

For example: jira@{companyname}.atlassian.net

Once added you can then create or add to cases directly from the external system by forwarding to the appropriate AllVoices emails as outlined above. 

Note: Depending on an organization's Jira configuration, they may not be able to share full issue details via email.For teams on Jira Cloud, cases can still be created in AllVoices by sharing within Jira, but the full ticket details can't be surfaced in the outbound email. In those situations, creating an automation or using a Marketplace app like Email this Issue is the best approach.Companies on Jira Server/Data Center can enable full details by editing the built in Velocity email templates on the server.

FAQ:

1. Can non-AllVoices admins create cases via email? 
   1. For email-to-case only AllVoices admins can create cases or add to cases. 
   2. For external system like Jira/ServiceNow anyone with access to the external system can create cases by forwarding to the AllVoices appropriate emails. 
2. What if I cc the AllVoices emails instead of forwarding? 
   1. CCing will not generate cases or add to existing cases, the AllVoices email(s) must be the main recipient. 
3. What if I include the AllVoices emails but there are other recipients on the thread will subsequent messages generate cases? 
   1. Yes, do not send to send to yourcompanysubdomain@cases.allvoices.co with multiple recipients as any replies will duplicate the same case in the system. 
   2. If you send to caseid@cases.allvoices.co with multiple recipients subsequent messages that include the AllVoices claims email will track as attachments on the case. 
4. What if multiple admins forward the same email thread? 
   1. This will generate a unique cases in the system.  
5. What if the email forward to AllVoices is a thread with multiple messages? 
   1. If creating a new case, everything in the body of thread will be used to generate the case summary. 
   2. If adding to an existing case, the entirety of the thread will be captured as an attachment under notes and attachments.