Source: https://manu-tests-all-orgs.docs-staging.pageloop.ai/product/requests/channels-sl-as-and-feedback/email-as-a-support-channel

# Email as a support channel

Set up email as a channel to manage all your employee queries from one tool. When your employees send emails to your support email address (say, [\[email protected\]](/cdn-cgi/l/email-protection#cea7babdbbbebea1bcba8eafada3abe0ada1a3)), they'll be converted to Atomicwork requests in the connected Workspace.

[Here's how you can set up email as a channel in a workspace.](https://support.atomicwork.com/en/articles/12284155)

## Using email as a support channel

- Your employees can email your support email address ([\[email protected\]](/cdn-cgi/l/email-protection#d6bfa2a5a3a6a6b9a4a296b7b5bbb3f8b5b9bb)). Their email will be forwarded to your Atomicwork email address. **Automatic replies** such as out-of-office messages or delivery receipts won’t create a request. These emails are filtered out if they include headers like:

  - Auto-Submitted: auto-replied

  - Auto-Submitted: auto-generated

  - X-Auto-Response-Suppress: DR (Delivery receipts), OOF (Out Of Office replies), AutoReply (Auto replies)

This ensures only genuine emails are logged as requests.

- You can view new incoming email requests in **Your workspace > All requests**. Service requests can be found in the **Service requests view** and incidents will be in the **Incidents view**.

  - If Atom finds a relevant answer, it'll send the most relevant answer to the requester and create a request as well.

  - If an employee's email request matches a service in your catalog, Atomicwork will create a service request on the employee's behalf. Agents will have to write back to requesters to fill out the service form and fulfill the request.

- If an agent responds to the request, the reply is threaded as a response to the first email. All a requester has to do is reply to send a response to the agent.

- Agents can cc external parties (not just employees) in replies and bcc recipients as well.

- Requesters will be able to click on the request link and view their request in the web portal.