5		Breeze - Email-to-ticketing	breeze
5.1		Introduction to Breeze	breeze
5.2		Breeze: Queues	breeze
5.3		Breeze: SMTP Servers	breeze
5.4		Breeze: Mailboxes	breeze
5.5		Breeze: Response Templates	breeze

6 documents found.

Breeze is an add-on to Gemini that converts inbound emails from multiple sources into ‘items’ in Gemini, an ‘item’ being a Support Ticket, Enquiry, Case etc. Breeze integrates with any Gemini project and can be configured so that multiple mailboxes point to a single project or different mailboxes point to different projects.

How Breeze Works

There are 5 core elements to Breeze: Queues, Mailboxes, the Outlook Connector, SMTP Servers and Response Templates

Queues

Each Queue defines a level of inbound email aggregation for one or more mailboxes. Queues define a default project but this can be overwritten at the individual Mailbox level.

Mailboxes

Each Mailbox points to one Queue and defines the inbound email address and the rules to be associated with emails sent to that address, such as: should email signatures be stripped?, should the Mailbox only process certain subject lines?

Outlook Connector

A significant amount of company knowledge and corporate efficiency is lost because important emails are sent to individuals and not to a system that can capture, record and process their input. Breeze solves this problem by providing an Outlook Connector that will allow the recipient of a personal email to convert that email into a Gemini item (known in the Connector as a ‘Case’) with the click of a button. Breeze will create an item in Gemini and provide permanent linkage between that item and the email for the recipient’s future enquiry.

SMTP Servers

Each Mailbox can be configured to respond (or not) to inbound emails. If you choose to respond to inbound emails then you need to configure one or more SMTP Servers for Breeze and attach the appropriate SMTP Server to the responding Mailbox. If you choose to respond you will also need to define a Response Template of type “Breeze Template” and attach the Response Template to the Mailbox.

*When Breeze responds, the responder will be the email address that the inbound email was sent to and not the email address associated with the SMTP server. So if a Mailbox is defined as Bob@company.com and someone sends an email to that address, even though the SMTP server that responds does so from smtp@company.com, the recipient will receive an email from Bob@company.com, maintaining the personal touch where necessary.