When an email is sent to a monitored mailbox, Oak uses the sender’s email address to identify the user and raise the ticket on their behalf.
The email subject is used as the ticket title, the email body becomes the description, and any attachments are added to the ticket. A ticket will only be created if the identified user has permission to raise tickets in that Service Desk.
Depending on the default category settings, Oak can also automatically set the ticket type, priority, urgency and impact, and route the ticket to the appropriate queue.