Email Attachment Conversion
In Deepser, you can convert attachments sent via email in two ways: manually or automatically.
Manual mode allows you to decide which attachments you want to convert, giving the customer more control.
Automatic mode converts any file that is recognized as an attachment.
This includes the conversion of any file recognized within the email (including screenshots and logos).
Manual Conversion
To manually convert files attached to emails, you need to view the “Email List” field. This field contains all incoming and outgoing emails associated with the ticket.
The column we are interested in, present in this field, is “Attachments.”
With the attachments in the email, we have three possible actions by clicking on the icons:
N° | Azione |
1 | Download the attachment to your device |
2 | View the attachment without downloading or converting it |
3 | Convert the attachment |
If the conversion is carried out, when the alert appears, it will be necessary to reload the page.
Once the page has reloaded, you will be able to view the attachment in the “Attachments” system field (for tickets).
Automatic Conversion
To set up automatic conversion of attachments, you need to modify the email rule for ticket creation.
To open the email rules form, follow this path: System > Tools > Email > Rule
Convert attachments Ticket
On the page that opens, select the rule for creating the ticket.
The form will contain a field labeled “Convert To Main Attachments.” To enable automatic conversion, set this field to “Yes.”
Convert attachments Activity
On the page that opens, select the rule for updating the ticket (for creating the comment).
In this case, there are two possible options:
- Attach it to the ticket
- Attach it to the comment
Ticket Attachments
The form will contain a field labeled “Convert To Main Attachments.” To enable automatic conversion, you will need to set this field to “Yes.”
By doing so, when creating a comment, the attachments will be inserted into the “Attachments” field of the ticket.
Activity Attachments
Attachments can be inserted directly into comments as follows:
In order to add attachments to comments on the portal, you must have configured the “Attachments” field within the activities.
To create a new “Attachments” field within the DeepActivity – Activity module, follow this path: System > Custom Fields
On the page that opens, click on the record relating to Activities (name = DeepActivity – Activity).
On the page, go to the “Fields” tab (1) and click the “Add Field” button (2).
In the form that opens, fill in the “Column Type” and “Element Type” fields as follows and click “Apply”:
Once you have created the field, you will need to add it to the comment form template.
In the template configuration, move the “Attachments” field (1) to insert it into the form and press the “Save” button (2).
Next, in the email rules form, set both the “Convert To Main Attachments” field and the “Attachments In Related Model” field to “Yes.”
With this configuration, attachments will be added to comments.
