How to Set Up Department Email Piping

Gmail Integration for Email Piping to the Ticket System

The Gmail Integration feature in EZTrack360 allows you to connect a Gmail account to the platform. Once connected, emails received by the connected Gmail account can be automatically converted into support tickets and routed to the appropriate department. This can significantly streamline support operations and improve response times.

Steps to Connect Gmail with EZTrack360

1. Click the settings gear icon ⚙️ in the top right corner of any page to access the Settings page.
2. Scroll to the Ticket Categories & Departments section and click on it.
3. In the Ticket Categories & Departments page, locate the department you want to connect Gmail to. Each department is listed with details such as Name, Description, and Status.
4. Click the Edit button next to the department you want to connect Gmail to. This will open the department details form.
5. Within the department details, look for the option to Connect Gmail or a Gmail icon.
6. Click on the Connect Gmail button to start the Gmail authorization process.
7. You will be redirected to a Gmail authentication page where you must log in and grant permissions for EZTrack360 to access your Gmail account. These permissions are necessary to enable email-to-ticket conversion.
8. Once you have successfully connected Gmail, you will be redirected back to EZTrack360 with a confirmation message indicating the successful connection.

Polling Emails for Tickets

After connecting Gmail to a department, you can manually poll emails to create tickets:

1. Go to the Ticket Categories & Departments section by clicking the settings gear icon ⚙️ in the top right corner and selecting Ticket Categories & Departments.
2. Find the connected department in the list.
3. Click the Poll Emails button next to the department to fetch and convert recent emails into tickets.
4. You will receive a notification displaying the number of tickets created. If no new emails were found, you will see a message indicating no new emails.

Disconnecting Gmail

If you need to disconnect Gmail from a department, follow these steps:

1. Go to the Ticket Categories & Departments section by clicking the settings gear icon ⚙️ in the top right corner and selecting Ticket Categories & Departments.
2. Locate the department with the Gmail account connected.
3. Click the Disconnect Gmail button. Confirm the action to remove the Gmail integration from this department.
4. You will receive a confirmation message indicating the successful disconnection.

Helpful Tips

• Ensure the Gmail account you connect is exclusively used for support-related queries to avoid creating unrelated tickets.
• Regularly poll emails or set up automatic polling (if available) to keep your ticket system updated.
• Use descriptive names for departments to help team members identify which tickets belong to specific teams.
• If you face any issues during the Gmail integration, check your Gmail account permissions and ensure they allow access for EZTrack360.

By integrating Gmail with EZTrack360, you can automate the process of converting incoming customer emails into tickets, enabling your team to address customer queries in an efficient and organized manner.