Helpdesk

Many helpdesks have a common email address that users can contact when they need help.  Use the Email Manager to scan this inbox(s), and/or subfolders.

• General requests for help
• Scan for specific, regular requests such as "password reset", "connection issues", "cannot print" etc.
• Automatically categorize as a "helpdesk" job, or if adopting ITIL, use "incident", "problem", "change request" etc.
• Automatically assign to the relevant staff member / skillgroup for action
• Create time-based escalations based on email type / sender / company etc
• Logging all requests, means better helpdesk statistics and reporting

Automated network monitoring tools

Don't just monitor your network - log a helpdesk ticket for when things need attention.

Most network montoring tools can be configured to send email when an event occurs, or a threshold has been reached.  When used in conjunction with automatic email to ticket conversion, this completes the process.  Your helpdesk / technical team not only get the alert from your monitoring tool, but also have a helpdesk ticket automatically created with full workflow, escalation, and service level agreements built in.

• Scan for network monitoring tool alerts and create helpdesk jobs
• Scan subject, message body for alert details
• Assign different network alerts to different staff members / technical skill groups
• Log "incidents" before they become "problems"

Sales

Convert sales-related email into sales tickets

• Log all general sales requests and keep track of your sales leads
• Scan for specific words such as "quote request", "how much is...", "Information about product xyz" etc.
• Automatically categorize as a "sales" job type and assign to sales staff
• When sales email leads are logged, you can implement sales-based workflow to ensure a thorough sales process

Customer complaints

Instantly acknowledge, log and process custom complaints

Nothing says "professional" more than a timely and appropriate response to customer service matters.  Use the Email Manager to scan for, and log all customer-related service issues.  The client gets an instant acknowledge of their email, is allocated a "tracking number", and is reassured that their concern is being addressed.