Turn incoming emails into work orders, automatically

Customers email requests and fault reports all day. Instead of retyping each one, OutSmart turns them into work orders automatically, matched to the right customer, ready in your planning queue. Zero clicks, zero typos.

The Mail to Workorder Power-Up automatically transforms incoming emails into work orders. Customers often send requests, fault reports or questions by email. Normally, you have to manually retype these into OutSmart, with all the risk of errors or delays. Thanks to this Power-Up, that process is fully automated.

Over 20,000 happy daily users

Manual email handling vs. OutSmart Mail to Work Order

Topic	Without OutSmart	With OutSmart
Receiving requests	Email read by office staff, manually entered as a job	Email automatically converted to a work order on arrival
Response time	Dependent on who reads email first — delays common	Work order created instantly — no human delay in the loop
Data entry errors	Typos, missing fields, wrong customer linked	Customer matched automatically from email address — no manual input
Out-of-hours requests	Sit in the inbox until someone starts work	Converted immediately — in the queue when the team arrives
Email volume	High volume overwhelms office staff during busy periods	All requests processed consistently regardless of volume
Audit trail	Original email and work order exist separately — hard to link	Email and work order linked — full correspondence in one place

Fully automated work orders

You decide which information from an email ends up in the work order. For example, the sender is immediately recognized as the customer, and a subject line is automatically placed in the internal memo. Specific keywords, such as 'malfunction' or 'repair', can fill in the right description. This way, each email becomes a structured and complete work order.

By automating this process, no information is lost and you avoid duplicate entry. Your employees save time while customers are helped more quickly. In addition, this increases the quality of your administration: all data is immediately placed in the right place in OutSmart, without manual errors.

The result is a streamlined intake of work assignments. Whether a customer reports a failure via the website or an internal request arrives by email: everything is recorded consistently and clearly.

A practical example

An installation company used to receive dozens of emails with malfunction reports every day. Previously, the back office copied them manually into OutSmart, which cost a lot of time and sometimes led to errors. With Mail to Workorder, these emails are now directly converted into work orders, complete with customer details and description. The company saves hours of work every day and customers are scheduled more quickly.

Benefits

Automatic conversion of emails into work orders.
Less manual work and fewer errors.
Faster processing of customer requests and faults.
Flexible to set up with your own rules and fields.

3232784

Work orders per year

5172

Customers trust OutSmart

Years of experience

Frequently asked questions about OutSmart Mail to Work Order

Mail to Work Order monitors a designated service inbox and automatically converts incoming emails into work orders in OutSmart. The customer is matched from the email address, a new work order is created with the email content as the job description, and it appears in the planning queue — with no manual data entry required.

You configure a dedicated service email address — for example, service@yourcompany.com — and connect it to OutSmart. All emails sent to that address are processed automatically. You can set filters to exclude auto-replies, marketing emails, or internal messages.

OutSmart matches the sender email address to the contact records in your CRM. If a match is found, the work order is linked to that customer and location automatically. If no match is found, the work order is created as an unlinked request for manual review.

Yes. You can configure Mail to Work Order to place new requests in a review queue where a dispatcher approves, edits, or rejects them before they enter the live planning board. Alternatively, requests can go directly to planning if you trust the incoming volume.

Yes. Emails are processed automatically regardless of the time of day. A client who sends a fault report at 11pm will have a work order waiting for your team when they start in the morning — no manual triage needed at the start of the day.

The original email is stored against the work order as a reference. If the client or your team needs to review the original message, it is accessible directly from the job record — keeping the full conversation in one place alongside the work history.

Yes. Photos, PDFs, and other attachments included in the client's email are stored with the work order automatically. Technicians can see photos of a fault or problem before they arrive on-site, saving diagnostic time and improving first-visit fix rates.

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