The AI-powered Email-to-Ticket feature enables your district to submit tickets via email while significantly enhancing ticket accuracy, routing, and completeness. The AI analyzes email content to automatically generate a well-structured ticket, reducing reliance on keyword rules and minimizing the need for generic issue categories. This knowledge base will cover the various site options and settings for configuring the workflow across multiple aspects: Asset Dections, Add as Follower, and Set Requestor.
How the AI Email-to-Ticket Feature Works
A user submits an email detailing their technical issue to your district’s designated ticket address. The AI Ticket Assistant processes the email, analyzing the subject, body content, and contextual clues to automatically determine:
The appropriate issue type and issue category
The requestor
Depending on the ‘On Behalf of Detection’ site options settings listed above, use either an email address, full name, or school ID in the email body.
If all of these site options are disabled (Set to Off), the requestor will be set based on the sender’s email address.
The associated asset, when applicable.
Any additional relevant ticket details.
Email-to-Ticket Site Options
AI Email to Ticket: The AI Email to Ticket Site Option can be activated within your district site. When enabled, all inbound emails converted to tickets will be processed by our private AI model. This model uses email content (subject, body, and recipients) to automatically classify and assign the appropriate issue categories.
The 'AI Email to Ticket: Enable' site option must be turned ON to utilize the Asset, Follower, and On Behalf of Detection site options.
If any of the Asset, Follower, or On Behalf Of site options are set to ‘suggested’, it will trigger suggested actions on the ticket for agent review. Read more about Suggested Actions in the section below.
Asset Detection: Hardware: Controls how AI Email-to-Ticket handles hardware (device) assets identified from the email. Options:
Off: Disable detection.
Automatic: Automatically associate the identified asset with the ticket.
Suggested: Prompts Agents with Suggested Actions. This site option is defaulted to ‘Suggested’.
Asset Detection: Software: Controls how AI Email-to-Ticket handles software/connected-services assets identified from the email. Options:
Off: Disable detection.
Automatic: Automatically associate the identified software with the ticket.
Suggested: Prompts Agents with Suggested Actions. This site option is defaulted to ‘Suggested’.
Follower Detection: Body Mention: Controls how AI Email-to-Ticket handles users mentioned by Name in the email body. Options:
Off: Disable detection.
Automatic: Automatically set the identified user as a ticket follower.
Suggested: Prompts Agents with Suggested Actions. This site option is defaulted to ‘Suggested’.
Follower Detection: CC Email: Controls how AI Email-to-Ticket handles CC recipients on inbound emails. Options:
Off: Disable detection.
Automatic: Automatically set the identified user as a ticket follower.
Suggested: Prompts Agents with Suggested Actions. This site option is defaulted to ‘Suggested’.
On Behalf of Detection: Email Address: Controls how AI Email-to-Ticket identifies the Requester when a ticket is submitted on someone's behalf based on an Email Address in the email body. Options:
Off: Disable detection.
Automatic: Automatically set the identified user as the "On Behalf Of" Requester.
Suggested: Prompts Agents with Suggested Actions. This site option is defaulted to ‘Suggested’.
Note: Users with "No Access" or "Guest" roles will always be surfaced as a Suggested action.
On Behalf of Detection: Full Name: Controls how AI Email-to-Ticket identifies the Requester when a ticket is submitted on someone's behalf based on a Full Name in the email body. Options:
Off: Disable detection.
Automatic: Automatically set the identified user as the "On Behalf Of" Requester.
Suggested: Prompts Agents with Suggested Actions. This site option is defaulted to ‘Suggested’.
Note: Users with "No Access" or "Guest" roles will always be surfaced as a Suggested action.
On Behalf of Detection: School ID: Controls how AI Email-to-Ticket identifies the Requester when a ticket is submitted on someone's behalf based on a School ID in the email body. Options:
Off: Disable detection.
Automatic: Automatically set the identified user as the "On Behalf Of" Requester.
Suggested: Prompts Agents with Suggested Actions. This site option is defaulted to ‘Suggested’.
Note: Users with "No Access" or "Guest" roles will always be surfaced as a Suggested action.
If multiple matches are found in the email body with different settings, iiQ will apply the Automatic strategy.
For example, if ‘On Behalf Of Detection: Full Name’ is set to Automatic, but ‘On Behalf Of Detection: School ID’ is set to Suggested and both are in the email, the Automatic setting trumps the Suggested setting for the on behalf of assignment.
Working with Existing Email-to-Ticket Rules
AI-based Email-to-Ticket is designed to integrate seamlessly with your existing workflow without replacing or overriding current rules.
AI Populates First: The AI populates the initial ticket details during ticket creation.
Rules Run Second: Existing Email-to-Ticket rules still run after the AI has created the ticket.
Rules Override: Your configured rules will always override AI-selected values.
Additionally, rules will override any Suggested Actions in cases of conflict.
This ensures compatibility and allows you to enable the AI feature without reconfiguring your existing rule set.
CC and Guest Email Support
The system handles CC'd and guest users as follows:
CC and BCC Users: The management of CC and BCC users is governed by the 'Follower Detection: CC Email' site option. By default, this setting is set to 'Suggested,' which requires confirmation from an Agent.
Guest/Unrecognized Email Addresses: AI Email-to-Ticket continues to support guest and unrecognized email submissions, consistent with existing behavior. A guest account is automatically created when the user sends their first email from that address.
Suggested Actions
If any site options for “Asset”, "On Behalf Of", or "Follower" detection are configured to "suggested," the recommended actions will appear in the top-right corner of the ticket for agent review.
Ticket Requestor: Identified via site options ‘On Behalf Of: Email Address, School ID, or Full Name’ when a ticket is submitted on someone else's behalf.
Ticket Followers: Identified via site options ‘Follower Detection: Body Mention or Follower Detection: CC Email.’
Asset/Software Detection: Identified via site options ‘Asset Detection: Hardware’ or ‘Asset Detection: Software.’
Please note that the suggested actions in the widget cannot be changed. For example, if the suggested requestor is incorrect, please ignore or dismiss the suggestion.
Suggested Actions are not required to work on and resolve a ticket. An agent may apply one or both of the suggested actions, or skip them altogether.
Once the suggestions are applied or dismissed, the action is automatically recorded and logged in the ticket's timeline.
Set Requestor (On Behalf Of)
Trigger: The AI detects an email submitted on behalf of a user other than the sender (e.g., an administrative assistant for a teacher). This suggestion is prompted if the corresponding On Behalf Of site option(s) (Email Address, School ID, or Full Name) is set to Suggested.
Action Display: An agent-suggested action is displayed directly on the ticket for review and approval.
Displays the AI-identified user as the suggestion.
Agent Interaction: Agents can accept or dismiss the suggested requestor. Each action displays the person's name, email address, and the route through which the user was suggested in the drop-down.
This image illustrates the suggested action to set Alexis Veal as the ticket requestor (On Behalf Of).
Add Follower
Trigger: The AI scans inbound emails for names mentioned or CC/BCC recipients who should be added as followers. This suggestion is prompted if the corresponding Follower Detection site option(s) (Body Mention and Follower Detection: CC Email) are set to Suggested.
Action Display: An agent-suggested action is displayed directly on the ticket for review and approval.
A separate ‘Add Follower’ suggestion appears for each identified user.
Agent Interaction: Agents can individually review the list and accept or dismiss each suggested follower. Each action displays the person's name, email address, and the route through which the user was suggested in the drop-down.
Key Notes:
If both site options for Follower Detection (Body Mention and CC Email) are set to suggested and they identify the same person, the system smart-merges them into a single suggestion.
Add Asset
Trigger: The AI analyzes inbound emails to identify related hardware or software assets. This suggestion is prompted if the corresponding Asset Detection site option(s) (Hardware or Software) are set to Suggested.
Action Display: An agent-suggested action is displayed directly on the ticket for review and approval.
Agent Interaction: Agents can accept or dismiss the suggested asset. Each action displays the suggested asset (hardware/software) name and the ‘On Behalf Of’ user name and email that were inferred from the drop-down.
Key Notes:
If multiple potential assets are identified, the system presents the highest-confidence match as the suggestion.
When any of the ‘On Behalf Of’ site options and the ‘Asset Detection: Hardware’ site option are set to Suggested, the suggested asset is inferred based on the user suggested for ‘On Behalf Of’.