Create Tickets from Inbound Emails
You can set up OrangeQC so that when a customer emails you, it automatically creates a ticket and notifies your team. This is a powerful feature for helping your team track customer concerns.
You can create as many custom emails to automatically generate tickets as you’d like. Your first is free; assigning additional email addresses costs $5/month per email. Creating a unique email address for each customer or location:
- Allows OrangeQC to automatically assign a location or categorize each ticket that’s created. This helps your system run smoothly and automatically.
- Allows you to create QR codes that can be scanned to email you and create a ticket, such as in a bathroom to alert you to problems. This is a great add-on service that customers love and that you can charge for. We have a great blog post about how Cincinnati/Northern Kentucky International Airport uses OrangeQC to gather visitor feedback on their restrooms. Check out how it looks:
How to Set Up a Custom Email
- Create an email address: Set up a custom account (for example, “email@example.com”) that’s dedicated for this purpose. You may need to log in to your email server or request help from your IT team to set up a new address.
- Access your OrangeQC account settings: From your OrangeQC account, click on your name in the upper-right hand corner of the screen. This will bring up a drop-down menu. Click “Account Settings.” (This is only visible for Administrators.)
- Click “Inbound Ticket Rules:” This is located in the left-hand sidebar.
- Click the “New Rule” button: This is located in the upper right-hand corner.
- Add your email to the OrangeQC system: Enter the email address you’ve created in the first field. Copy down the email address in the second field; you’ll need this address to set up email forwarding in the next step.
- (Optional) Add area or or categorization: If you choose to autoassign to an area, all of the emails sent to this email address will create a ticket that’s automatically assigned to the location you choose. If you choose to automatically categorize, all of the emails sent to this email address will create a ticket that’s automatically categorized as a complaint, flagged ticket, or request (whichever you choose).
You do not have to set either of these fields. In that case, the tickets will be created without a location or category.
- Set up email forwarding: Set that new email address to forward emails to the address listed in the second field of the Email Tickets page. For help setting up email forwarding, check out these guides from email providers: Gmail, Yahoo Mail!, Outlook Server, and Office 365.
- Test it out: First, send an email to the dedicated address you just set up. Now, click on the Tickets tab from your OrangeQC account. You should immediately see a new ticket from the email.
If it isn't in the ticket inbox, check Unassigned Area:
If you didn’t receive an email, check two things: that you sent the message to the same email you entered in step 5, and that your email provider is forwarding the message to the right place.
You can always contact us to help you out, too.
How New Email Tickets Are Categorized
If you have chosen to autoassign a specific location to an email address (step 6 above), the email tickets will always be assigned to that location.
If you have not set a location and an incoming email is sent from a person who is in your system and who is only assigned to one location:
- The system will automatically assign the ticket to that location.
- OrangeQC will email all team members who have access to that location and have "All activity" setting under “Tickets” turned on in their profile. (Click the “People” tab, then on a user’s name, to see their settings.)
If you have not set a location and an email is sent from a person who either isn’t in your system, or who is assigned to more than one location:
- The ticket will be categorized under “Unassigned Area” in your ticket inbox. You can manually add the right area.
- Only users who have the "View inbound email tickets that are not assigned to a location" permission will be able to see the ticket until it’s assigned. If you want a user to be notified when these tickets come through, turn on the “An email ticket is not assigned to a location” option on their profile (click the “People” tab, then on a user’s name, to see their settings). This person can then edit it and assign a location so that the rest of your team is notified.
How to Create a QR Code
QR codes are images that people can scan with the camera on a smartphone. You can create a QR code that will automatically open a new email message when it’s scanned.
Create the QR code: Use a QR code generator like this one and enter the the following text in the “Free Text” field:
MATMSG:TO:firstname.lastname@example.org;SUB:Subject here;BODY:Optional message here;;
Edit the email address to the unique email you’ve created for the room (see Step 1 of How to Create a Custom Email).
Edit “Subject here” and “Optional message here” lines with the subject and message you’d like to populate. For example, if you are placing QR code placards in the bathrooms on a college campus, you might make the subject “Bathroom Needs Attention” and the message “The third-floor bathroom of the English Building needs attention.” This will let people scanning the QR code know they are sending the right information to you; they can always edit the email to add additional details.
Place the QR code in the right spots: Include an image of the QR code on a placard wherever you’d like people to be able to report an issue: in lobbies, bathrooms, classrooms, etc. Include a message that lets them know they’re reporting the issue to the janitorial staff. Here's an example: