The HelpMaster Email Manager will monitor any number of email inboxes and automatically convert email into help desk tickets based on the rules that you specify. You can monitor sales email, support email, helpdesk email - any inbox you like.
By using HelpMaster's flexible filtering and processing wizard, you can create email profiles that will process your inbox in seconds. Route sales email to your sales-people. Route network issues to your network team.
Every email that is converted is classified, numbered, and assigned to the relevant technician, or skillgroup that you determine.
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.
HelpMaster also provides a smart two-way integration of email conversion. Not only can the initial email be converted into a support ticket, but any replies that come from either your clients, or your staff can also be automatically processed and added to the help-desk job. This allows remote staff to update tickets via mobile devices, and allows quick and effective communication between your team and your clients.
Staff can also use email commands to affect the support ticket. Use commands to:
- Re-assign the ticket
- Close the ticket
- Update the ticket
- Change the status of the ticket / put on hold
- Run a script
- Send an email
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 help desk
- 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.