割り当てられた電子メールサービスの変更
各受信メールは、システムで設定されているいずれかの電子メールサービスに自動的に割り当てられます。電子メールサービスは、電話サービスと同じ役割を果たします。この役割は、電子メールを処理できるエージェントに配信することです。リクエストされたサービスを特定するために、システムは、電子メールの件名および本文を分析して、当該のサービスに関連するキーワードと一致させます。このプロセスは分類と呼ばれます。例えば、電子メールをテクニカルサポートサービスに割り当てるには、システムは、電子メールに問題、問題点、ヘルプ、サポートなどの単語が含まれているかどうかをチェックします。受信メールに上記のキーワードが見つからない場合、このメールは一般（デフォルト）サービスに割り当てられます。
If your customers normally use web forms to compose their email service requests, the above process will guarantee reliable service identification for almost every email. When customers use a general-purpose email application to contact your company, there is a greater chance that an email may be categorized insufficiently (i.e., associated with a default service) or incorrectly (i.e., associated with a wrong service).
Therefore, the first step in processing of a new email is to verify the associated service, and if necessary, change such automatic association. Note that this step can be skipped for emails that are part of the existing cases; see section How to Review an Incoming Email for more information.
When you review an incoming email, the currently assigned service is displayed in the Reply Editor.
Note: For emails distributed via the Push method, you will also see the service name in the alert pop-up window. For emails distributed via the Pull method, you may be able to see abbreviated service names in the team queue.
If the service association is correct, you can proceed to composing a reply. If the service is assigned incorrectly, there are several possibilities:
- You know what the correct service is, and you are qualified to handle it.
- You know what the correct service is, but you are not qualified to handle it.
- You do not know what the correct service is.
If you know the correct service and you are qualified to handle it, you should normally change the assigned service and keep this email at your desktop for further processing. To change the service, click the drop down icon next to the currently assigned service name. The menu will show the services that you are qualified to handle. Select the correct service and proceed to composing a reply.
If you know what the correct service is, but you are not qualified to handle it, you should transfer the email to the correct service. If you are not sure what the correct service is, you can transfer the email to your supervisor or another agent. For more information, see section How to Transfer an Email.