Received emails
Everything that came in through the support inbox and what happened to each message.
The screen
The real screen, in the theme you picked above.
What you find on this screen
A portrait of the screen, read from the screen itself — it changes when the screen changes.
Available actions
LinkOpen new ticketIgnore
The list shows
ReceivedFromSubjectAttachmentsStatus
Form fields
AssuntoAssunto da mensagem.
RemetenteNome de quem enviou.
E-mail do remetenteEndereço de quem enviou.
DestinatáriosPara quem a mensagem foi endereçada.
ConteúdoO texto da mensagem, sem formatação.
DireçãoSe a mensagem foi recebida ou enviada.
Recebido emData e hora em que a caixa recebeu a mensagem.
SituaçãoNova, tratada, ignorada ou com erro de processamento.
AnexosQuantos arquivos vieram com a mensagem.
Gerou demandaSe a mensagem virou uma demanda automaticamente.
DetalheO que aconteceu no processamento. É onde se lê o motivo do erro.
Start here
What it's for
See the e-mail inbound queue with the destination of each message: it became a request, was added to an existing one, was ignored by rule, or failed — always with the reason visible.
Rules
The client's reply finds the right conversation
The system threads by the message's technical data and, as a backup, by the number in brackets we put in the subject. Someone who replies by creating a brand-new message is also recognized by the combination of sender and subject within a window of days.
Manual linking is the way out for ambiguous cases
When the subject is vague or the sender is unknown, the decision is human: you choose the request that receives the message. The list offers this company's most recent open requests.
Ignoring isn't deleting
A message marked as ignored stays in the history, with who discarded it and when. This exists so you can later review whether the discard rule is catching real people instead of just spam.
Frequently asked questions
Where can I see the attachments that came with the e-mail?
They go into the catalog of files linked to the request, and appear in its Documents tab — the same place as any other attachment.
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