How incoming email works

The following figure presents a sample scenario that demonstrates how the Email Engine receives an incoming email:

How the Email Engine receives incoming email

1. In Apex Global, the AR System administrator has configured the Email Engine to receive email submissions by using email as a client to the AR System server. To make email easier to use, he has created and sent to his user base several email templates that cover typical work situations, for example, submitting entries to the HD Incident form, and querying the status of their tickets.
2. Joe User cannot print his document because his printer has a paper jam that he cannot fix. He opens one of the email templates and sends an email to submit a request to the HD Incident form.
3. The Email Engine receives the email from the mail server. It parses the instructions in his email and makes the appropriate API calls to the AR System server.
4. The server creates an entry in the HD Incident form. Slightly suspicious of using email to create trouble tickets and also wanting to verify the status of his printer problem, Joe User opens the HD Incident form in a browser. He finds his entry already assigned to the frontline Customer Support engineer who is fixing the printer.

For more information, see Submitting-a-request-through-email.