While working on tickets, Technicians often interact with Requestors by using email messages. By using email conversations, you can create a single repository to store information about all the conversations that are part of a record. The Technicians have access to all the information in one place, and you can track all communications about any record.

This topic contains the following information:

Video presentation

The following video (11:57) provides information about configuring email in Track-It!:

Key features

• You can configure the incoming and outgoing email settings, notification schedules, email filters, and email monitor settings, which allows you to customize and manage your emails quickly and easily. Email configurations in Track-It! enable users to convert email messages to records, to update records, and to send email notifications.
• Email can be used to create, update, or delete tickets, assignments, requestors, and announcements. By using email, you can also schedule reports to be sent.
• You can also use emails to configure business rules to automate actions and send email notifications based on the configured service level agreements (SLAs). For more information, see Configuring business rules and Configuring service level agreements.
• If you want to configure only the TLS protocol version for your email configuration, see Microsoft support article .