Mapping for system-generated email
The case creation email channel is used when an email notification with defined parameters is sent to a configured mailbox.
You can configure system-generated emails that are formatted by the client to pass four variables to map to the case. If you use any variable, you must include all four placeholders in the message body. For any variable that is not used, leave the line blank.
The message body supports these variables:
- Line 1 = The employee’s user ID
- Line 2 = The topic that is displayed in the body of the email
- Line 3 = If the case is shown to the employee
- Line 4 = Regarding employee’s user ID
For more information, see Use cases and examples for system formatted emails.