When a customer writes an email to support@etere.com or supporto@etere.com or support@etere.eu, an automatic procedure imports it into the support database (stored in Singapore) and catalogues it in the proper ticket or creates a new one.
This is an example of email catalogued in a new ticket:
Subject: Etere Scheduling Installation new workstation
From: Telered Uplink <uplink@telered.com.ph>
To: Support
Good day Support,
We would like to request your assistance on installing Etere Scheduling on our workstation.
Anydesk ID: 1093031007
Password: P@ssw0rd
Thank you, Regards
TLR UPLINK Team
In this case the automatic procedure creates a new incident and fills the Message field with the email text. The incident status is set to "Email received".
When our job was finished, we replied with this email:
Subject: 16106/Channel 1 ETX-01-INCIDENT N. 367020 Etere Scheduling Installation new workstation
From: support.ai@etere.com
To: gvboydon@telered.com.ph; uplink@telered.com.ph
Cc: Support.ai
Incident creation date: 04/12/2025
Request from: Telered Uplink
STATUS: Closed
INCIDENT SOLUTION
Dear Customer,
We have completed your request with installing Etere Scheduling on your workstation.
Kindly inform us if you encounter any issues afterward.
Thank you.
Best regards.
INCIDENT DESCRIPTION
Good day Support,
We would like to request your assistance on installing Etere Scheduling on our workstation.
Anydesk ID: 1093031007
Password: P@ssw0rd
Thank you, Regards
TLR UPLINK Team
You may notice these differences:
• The subject is different: When we reply from support website, it takes automatically the customer code (16106), the station name (Channel 1 ETX-01) and the incident number (INCIDENT N. 367020), assigned at the creation of the ticket, and applies them to the subject. This is useful to have a reference between the email and support and to understand which is the customer we exchanged communications with.
• The sender is different from the recepient of the previous email: Customers write first to one of the support's emails addresses written above, but for our replies support website uses the email address support.ai@etere.com.
• We didn't reply only to the sender of the previous email: Etere databases don't contain only tickets, but also the customers data. This includes also the email addresses that become part of the support's customer-specific mailing list, and support sends emails to all of the ones enabled to receive them.
Additionally, as a mere information for the customer, we insert the incident creation date, who submitted the request, the incident current status and the previous email's text, in the email body.
Finally, this is the customer's reply to our email:
Subject: Re: 16106/Channel 1 ETX-01-INCIDENT N. 367020 Etere Scheduling Installation new workstation
From: Telered Uplink <uplink@telered.com.ph>
To: Support.ai
Thank you supporto for your assistance,
TLR UPLINK Team
Since the subject has the customer and ticket information, they can be read when the email comes, and it gets catalogued as a new solution of the proper incident, always with "Email received" status.