Convert email to help desk tickets
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.
Does this sound like your helpdesk?
- Is your helpdesk email inbox overflowing with new requests, or "follow-up" email from your clients?
- Do you manually "convert" email into helpdesk jobs
- Do you reply directly to an email without logging it into your helpdesk system, possibly because your ticketing system makes it too cumbersome or time consuming to do so?
- Do you use your email system as a ticketing system, forwarding email to the appropriate person?
If you answered "Yes" to any of the questions above, then it's time to re-think the way that you handle email and the quality of service that you offer your clients.
How the HelpMaster Email Manager can help
The Email Manager is a HelpMaster module that will manage any number of email inboxes by automatically logging jobs or updating existing jobs based on incoming email. This is particularly useful if your helpdesk or workgroup receives support requests via email. The benefit of such a system is that not only does the job get logged, but your clients can receive a near-instant response to their support issue. With the Email Manager, you can automatically handle all of your incoming email support requests, and provide near-instant confirmation, resolution and actions to a wide range of client issues.
The most powerful, easy to configure Email processing engine on the market
The HelpMaster Email Manager makes processing email easy. Simple and powerful.
Design your email processing rules in a visual, drag 'n drop interface. Link processing paths to pre-defined job and action templates to process the email.
- Configure auto-responders when clients contact your helpdesk
- Automatically update ticket information when clients respond to your reply
- Create rules that escalate, re-assign, or send relevant knowledge base material back to your clients.
Take control of your inbox!
So many options are available. Monitor email inboxes that are dedicated to sales, helpdesk, complaints, management, event monitoring and more.
For more information about email patterns, see our Pattern of the Week series on the HelpMaster Email Manager discussion board.
See the Email Manager screen shots