Conversations

Replying to emails

You can send emails directly from the Allegra system. Replies to these emails are automatically linked to the original item.

In a support scenario, a customer sends you a request by email. The system automatically creates a new item from this request. You can reply to the request directly from the item. The customer receives the reply email, and when they reply to it in turn, their answer is automatically added as a comment to the original item.

Such conversations are synchronized by means of unique markers in the email subject lines. As long as the customer does not remove these markers, an item stays connected to the customer’s emails.

Email-specific access permission

Sometimes it is necessary to involve people unknown to the system in the handling of a ticket. When these people then reply to an email sent by the system, their reply should be added to the item’s conversation despite the respondent lacking the necessary permissions.

This behavior can be achieved by adding a token to the subject of the emails sent by the system. The feature must be enabled in GeneralSettings.properties and the email templates must be adapted.

In the file GeneralSettings.properties (see GeneralSettings.properties), the following must be entered:

item.email.withItemToken=true
item.email.tokenSalt=...

This affects both the automatic emails and the manually sent emails.

In addition, email templates of type Item Change and Sent from item must carry the token in their subject. For a template of type Item Change, this can be done as follows:

${marker} ${tokenExpression} ${changeDetail}

The ${tokenExpression} is then replaced in the email by the current token. The token format can be configured with the locale editor under the key item.mail.subjectStructure.token; the default is [Token {0}].