Email sent from Agent Workspace

[cnharris1]

Hello developers,

I have a couple of question regarding sending an email from Agent Workspace. 

1. If I send an email from Agent Workspace, when someone replies to that email, will it automatically update the case/request or will I need to create any inbound email actions to process the reply?

2. Also, is there a way to have email templates for the emails that I send from Agent Workspace? For example, if I go to send out an email, is there a way for me to populate that email with information from a saved template?

Any help or guidance will be greatly appreciated!

Best regards,

cnharris1

[Sandeep Rajput · Accepted solution]

@cnharris1 For #1, you need to check the existing inbound email actions on your instance and see if there is an existing inbound email action which updates the case if someone relies on the email.

For #2 I recommend you to check Response template feature https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/human-resources/con... this allows agents to quickly use pre-configured messages.

[Sandeep Rajput · Accepted solution]

@cnharris1 For #1, you need to check the existing inbound email actions on your instance and see if there is an existing inbound email action which updates the case if someone relies on the email.

For #2 I recommend you to check Response template feature https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/human-resources/con... this allows agents to quickly use pre-configured messages.

[Dr Atul G- LNG · Accepted solution]

Hi @cnharris1 

1. If I send an email from Agent Workspace, when someone replies to that email, will it automatically update the case/request or will I need to create any inbound email actions to process the reply?

Atul: You need to create a new Inbound action of type = Reply.

2. Also, is there a way to have email templates for the emails that I send from Agent Workspace? For example, if I go to send out an email, is there a way for me to populate that email with information from a saved template?

Atul: I think you can create email templates , please check in application navigations with Email template.