Mail Robot
Process incoming emails automatically

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A minimalist user interface of 3 blocks side by side representing a process with a checklist, an email, and a ticket.

TANSS Mail Robot at a glance

Fully automated processing – Evaluate emails based on rules and automatically convert them into tickets or services.

Unlimited rules – Define flexible master and customer-specific rules for individual workflows.

Intelligent operation – Precisely control content with regular expressions, sender, or subject checks.

Automated actions – Use variables from emails for ticket creation, service recording, or master data maintenance.

Seamless integration – Seamlessly integrated into TANSS for continuous service processes without media disruptions.

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Screenshot from the TANSS system for creating rules for the Mail Robot.

Automated email processing with a system

The Mail Robot module from TANSS fully and intelligently automates the processing of incoming emails. Every message, whether a new request or a reply to an existing ticket, is analyzed by defined rules and processed according to specified actions. This saves valuable time, reduces manual work, and ensures reliable, traceable workflow organization in IT service.

Rule-based

Incoming emails are processed based on individual or global rules. Each rule follows the if-then principle and automatically triggers defined actions, from ticket creation to service recording.

Unlimited

An unlimited number of rules can be created, modular, flexible, and customer-specific if desired. This allows the Mail Robot to be precisely adapted to existing processes.

Seamless

Automatic processing takes place directly in the TANSS system and is seamlessly integrated into existing modules, creating holistic service automation.

Flexible rule set without limits

The Mail Robot processes every incoming email entirely based on rules. All existing rules are applied regardless of whether the email is new or a reply to an existing ticket. If the subject, sender, or content matches a stored rule, it is automatically executed according to the if-then principle.

Two types of rules are available: universal master rules and individually defined customer-specific rules. The number of rules is unlimited, allowing the Mail Robot to adapt to a wide range of requirements and workflows.

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High precision through intelligent conditions

The Mail Robot module offers a variety of conditions for precise control of email processing. Content can be read based on sender and recipient addresses, subject lines, or message text. Regular expressions enable precise detection of specific words, strings, or phrases. This allows even complex scenarios to be mapped.

Rules can be flexibly linked and executed only when a TANSS ticket number is detected, if desired. Additionally, time checks allow the system to detect the absence of expected emails, such as in automated monitoring processes, and automatically initiate appropriate actions.

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Events, variables, and automated actions

A central highlight of the Mail Robot module is event control. Information from an email, such as server names, customer data, or system messages, can be read as variables and used for automatic ticket or service creation.

For example, if the Mail Robot detects a specific server name, a new ticket is automatically created, assigned to the server, given the appropriate priority, and forwarded to the correct department. Similarly, services can be fully automatically recorded, even at randomly chosen times within working hours, for example, for background processes.

Company or user data can also be extracted from new email inquiries and stored in the TANSS system. This is ideal for automated master data maintenance.

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Two practical examples of fully automated use

Example 1: Automating master data creation

Contact inquiries via a form are automatically processed by the Mail Robot. The rules check whether the company and user already exist and create both if necessary. A ticket, including all parameters, is then forwarded directly to the appropriate department, e.g., for new customer inquiries directly to sales. This relieves dispatching and ensures quick response times.

Example 2: Backup check with escalation logic

Combined with the TANSS Contract Management, an automated managed service workflow is created: The backup sends a standardized email daily with the backup status. If successful, the task is automatically completed, and a service is recorded. If an error is reported, TANSS creates a ticket. If the email is entirely missing, the system detects this after 24 hours and also initiates an action.

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Illustration of a letter with a judge's gavel in the foreground.

Flexible rule set without limits

The Mail Robot processes every incoming email entirely based on rules. All existing rules are applied regardless of whether the email is new or a reply to an existing ticket. If the subject, sender, or content matches a stored rule, it is automatically executed according to the if-then principle.

Two types of rules are available: universal master rules and individually defined customer-specific rules. The number of rules is unlimited, allowing the Mail Robot to adapt to a wide range of requirements and workflows.