🎁 JSM Advent Calendar - Day 10: Email Channels (The North Pole Mailroom)

[#1]

📬 The Overflowing Mailbag

We have a beautiful portal (Day 9), but let's be realistic: Some people are still going to do things the "old fashioned" way.

The Scenario:

Despite all the fancy apps and tablets, some kids (and grandmas) still prefer to send a handwritten letter to the North Pole. If Santa ignored the physical mail because "it wasn't submitted via the app," he’d miss half the wishes - and ruin Christmas.

The Reality:

You can build the best HR portal in the world, but some employees will always just email hr@company.com. If you try to force them to use the portal by ignoring emails, they get frustrated. If you manage the inbox manually, you lose track of who is replying to whom.

The JSM Solution:

Email Channels. You can hook up your existing email address directly to JSM.

• When an employee emails hr@company.com, JSM reads that email and turns it into a ticket automatically.

• The Subject Line becomes the Summary.

• The Body becomes the Description.

• The Best Part: Future replies to that email are automatically threaded as Comments on the ticket. 

🎁 Tip of the Day:

Treat Email Channels as your "safety net." You can slowly train users to use the portal (where you can ask structured questions via Forms), but the Email Channel ensures that no request ever falls through the cracks during the transition.

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❄️ Let’s chat: Are you Team "Kill the Email" or Team "Meet the User Where They Are"? Do you still allow employees to email support directly, or do you force them to the portal?