Hornbill Service Manager offers the ability to both manually and automatically process incoming e-mails. This video provides an overview of how e-mails can be manually processed.
Hornbill's Shared Mailboxes can be configured to connect to an e-mail server to help manage support requests that are sent by e-mail.
When manually processing incoming e-mails, support staff can either raise new requests or update existing requests. In both cases, an auto-lookup is performed in order to match the sender of an e-mail to a customer record.
When creating a new request from an e-mail, the configurable Progressive Capture is used to collect any additional information that you require. The subject and body of the email are automatically captured and included in the new request.
When updating an exiting request, a list of active requests associated to the sender of the e-mail is displayed. From here you can select the request that you wish to update.