Author Topic: CiviCRM for handling and responding to incoming email? (Read 892 times)

mk · September 03, 2013, 06:05:50 pm

Hi everyone,

I have another question that will help my organization determine whether CiviCRM is appropriate for our needs. I'm having a hard time finding information on whether CiviCRM allows for actually responding to incoming mail (say, to a general help email address) through the system. I see that it can "automatically retrieve email from a specified inbox and file it as an email activity against contacts corresponding to sender and recipients of the email. New contacts are created for emails not already in the database." (http://book.civicrm.org/user/current/initial-set-up/email-system-configuration/) But can you respond within the system and have it add an activity associated with a particular contact (through CiviCase?) along with a copy of the communication?

TL;DR: Is it possible to do, in effect, https://meta.wikimedia.org/wiki/OTRS + CiviCase?

Thanks in advance!

Coleman Watts · September 03, 2013, 06:10:36 pm

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can you respond within the system and have it add an activity associated with a particular contact (through CiviCase?) along with a copy of the communication?

Yes. But I would add the caveat that both inbound and outbound email processing is pretty basic in Civi. I'd recommend spending a few hours of developer/consultant time to really fine-tune it for your needs.
Example: if you send an outbound email from Civi, it doesn't get automatically get filed on the case. To do that, the user needs to do an extra step - clicking "file on case" beside the new activity - a couple hours customization could streamline this for you.

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Author Topic: CiviCRM for handling and responding to incoming email? (Read 892 times)

mk

CiviCRM for handling and responding to incoming email?

Coleman Watts

Re: CiviCRM for handling and responding to incoming email?