Email communication can either make or break your client support.   Clients who contact your business via email expect a timely and appropriate response.  If this does not happen they will use the phone next time.

The solution to better email management is to automatically, and intelligently respond to in-coming email.  The HelpMaster Email Manager solution is designed to scan, capture, log, route and respond to your email activity instantly.  

Using a flexible, rules-based workflow engine, email can be converted into helpdesk tickets that are uniquely numbered and assigned to the correct person or skill group within your business.  Once a ticket is created, it becomes an active part of the helpdesk workflow process that you define.

The HelpMaster Email Manager is:

1. Scalable.  Scan multiple email boxes across multiple email sources.  Handles small installations, right up to enterprise levels of email volume.
    
2. Instant.  When clients email you, they get a response within seconds.  This builds confidence in your business and your client service.
    
3. Consistent.  Both your clients and staff get consistent results.  By using pre-defined email and action templates, all correspondence is measured, controlled and precise.
    
4. Reliable.  The Email Manager never gives up.  It will intelligently response to email all day, every day.  With comprehensive logging and reporting, email management is easy.
    
5. Cost effective with immediate ROI.  When staff no longer have to spend time to manually respond to email, or covert email into helpdesk ticket, this allows them to concentrate on their primary duties.  This saves times, money and increases efficiency throughout your enterprise.
    
6. Powerful.  Once email has been converted into a helpdesk / service desk job, you can leverage the full power of the template and ITIL-based workflow engine built into the HelpMaster Pro helpdesk engine.

Features

1. Automatically convert new email senders details into a helpdesk contact.  No more copy and paste details from an email into your helpdesk system to create a new contact.
    
2. Automatically assign email requests to the appropriate person or skill group based on flexible rules that you define.
    
3. Send and read plain text or HTML email.  All embedded images, attachments and other files are also logged and attached to the corresponding helpdesk ticket.
    
4. Outgoing email can contain multiple attachments, knowledge base articles and hyperlinks to on-line helpdesk / knowledge base resources
    
5. Create multiple “email profiles” to scan different email inboxes.  Each profile can have different rules, workflow and logging options defined.
    
6. New email can be converted into a helpdesk ticket and replies to previous email can be added to the previously logged job
    
7. All email activity is logged for analysis and review
    
8. Once email has been processed and logged, it then becomes a helpdesk ticket in the award-winning and powerful HelpMaster helpdesk software.  This opens up the full power of an enterprise-ready, ITIL workflow and helpdesk / service desk application.

Benefits

1. Reduce email response time.  Email can be responded to in seconds, not hours
    
2. Enhance staff productivity.  Free up staff resources from manually handling email
    
3. Deliver more efficient, more consistent information to your clients via the use of pre-made response templates
    
4. Meet your customers expectations regarding effective communication and speed of response
    
5. Proactively manage your business email requirements.