Email the Case
Email-based case updates allow customers or external parties to provide information via email without platform access.
Emailing Case Updates
Each case has a unique email address for receiving messages:
case-TOU-IVO-2604-13008@avikto.example.com
Sending Updates
- Email the case address
- Message automatically attached
- Appears in case emails
- Team notified of update
Features
- Secure email attachment
- Automatic threading
- File attachments supported
- Audit trail maintained
- Reply email links
Use Cases
- Customer sending documents
- Vendor providing quotes
- External reviewer feedback
- Document uploads
- Communication from non-users
Email Permissions
Control who can email the case:
- Specific email addresses
- Domain restrictions
- Whitelist/blacklist
- Custom rules
Replies
Team can reply directly:
- Email from case
- Shows case context
- Maintains thread
- External party sees updates
Best Practices
- Provide case email to relevant parties
- Monitor for important emails
- Respond promptly to emails
- Document email policies
- Test email functionality
See Also
- Emails — Email management
- Case Management