INTERNAL: Email to Ticket Conversion: What is E2T?

Email to ticket (E2T) are emails that are sent to registered email addresses within Parature that convert into tickets that then route to the appropriate queue or CSR to be resolved.

What does that mean for me?

• You may be using these email addresses to create tickets by forwarding emails you receive to create tickets.
• You may be working tickets that look like an email and have blank fields. These are E2T tickets.

E2T Best Practices

• Ensure that you are sending/forwarding to the correct email address.
• Clean up the email before sending. Remove extraneous text, signature lines, privacy notices.
• Subject line on email is the Summary line in a ticket. Ensure your subject line gives details to the content of the ticket. Remove FW: or RE: whenever possible.
• Creating a ticket via E2T will not send you a confirmation receipt email however, it will list the ticket under your My History in the portal. You will receive email confirmation when the ticket is closed.
• Manually opening a ticket will give you more control over what information is passed to the recipient. When in doubt, open a ticket through Parature.
• The Knowledgebase has a list of all E2T email addresses. Log in and search key word “E2T” to bring up the internal article.