Configuring Emails

Outgoing and Incoming emails let you configure your survey and case management email addresses.

You can use Outgoing Emails to set up custom emails to manage emails to be sent from your account. It enables you to set up your own email with a custom domain or an SMTP server for email.

Incoming Emails enable you to forward all your recipient replies on Support emails to a forwarding email ID. This will help your users to get an instant solution to all their Support queries or complaints. 

Let’s see how it works.

1. On your Survey dashboard, click on Settings at the top Menu bar.

2. Navigate to Email under Email Settings, where you can configure your email address for surveys and tickets.

3. Any emails going out from your account will be sent from the outgoing email address. You can also use your own email via SurveySparrow or SMTP server to choose an email address of your own.

Once you set up the email, ensure that you choose the “Make default” option for the email.

Configuring emails for Case management (Ticketing solution)

Similar to surveys, you can set the email to be used for case management. You can configure the from address and the reply-to address. It can be an email with a custom domain or configure an SMTP server.

1. Under Case, follow the screenshot below to customize the email for case management.

Outgoing emails

The outgoing mail will be used to send email notifications related to case management. The reporter, assignee, and customer will be receiving the configured emails. 

1. To set your own email address with a custom domain, choose the “Own mail via SurveySparrow” option under “OUTGOING EMAIL”.

You can follow the Survey level mail configuration’s steps to set up a custom email for case management.

Once you add your email, ensure that you choose the “Make default” option, as shown below.

Now, all the outgoing emails will be sent from the configured custom email address.

2. To set up an SMTP server to send the emails, choose the “SMTP” option.

You can follow the survey-level mail configuration steps to set up SMTP server for case management.

Once you set up the SMTP server, ensure that you choose the “Make default” option, as shown below.

Now, all the outgoing emails will be sent from the configured SMTP server.

Incoming emails

Configuring incoming emails enable you to set the “Reply-to” address of emails sent for case management. In this way, you can streamline the replies you receive from your customer or team member and manage the ticketing thread. Let’s see how to configure it.

1. To set your own email address with a custom domain, choose the “Own mail via SurveySparrow” option under “INCOMING EMAIL”.

You can follow the Survey level mail configuration’s steps to set up a custom email for case management.

Once you add your email, ensure that you choose the “Make default” option, as shown below.

While using your own email via SurveySparrow, you need to forward the received email to the default incoming email id. Only then will the reply be added as a note under the ticket’s thread.

2. To set up an IMAP to receive emails, choose the “IMAP” option.

You can follow the survey-level mail configuration steps to set up an SMTP server for case management. Except for SMTP, you need to add your IMAP details.

Configuring the same email for outgoing and incoming emails

Under Case, select “Same email for outgoing and incoming” to send and receive emails related to case management from the same email.

And that’s it! Hope you found this article useful.

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