Practical tips and information about running an efficient service desk. News and information about HelpMaster, PRD Software and the ITSM industry.
As a helpdesk product, HelpMaster Pro has the ability to send email to different people when different helpdesk events occur. Some of these events include:
In addition to these different actions that can trigger an email, the recipient of the email can also change depending on the context of the email. From the Action screen in HelpMaster Pro, you can send email to the following people, or roles
In order to make all of this emailing quick and easy, HelpMaster Pro supports the concept of Email Templates – that is, pre-made emails that are ready to go. In a helpdesk, or service environment, you often need to send the same content time and time again. This is where email template can be a real time-saver. These email templates can then be linked to specific actions to create a mini workflow.
For example, you can link an email template that will be sent to a client to let them know that their job has been logged to an action template that will assign the job, set the job status and also record the time, cost and cost-code of a particular action. With all of this email being sent around the place, it is often a good idea to centralize the source of the email, that is, send the email with a specific “From” address. HelpMaster Pro makes this easy by allow you to configure the “From” address of all email that gets sent.
Here are some advantages of using a common “From” address:
HelpMaster Pro supports the setting of the “From” address in the following ways.
With all of these different types of “From” address settings, how does HelpMaster Pro know which one to use? The answer depends on the context, but as a general rule, HelpMaster Pro will start at number 1 on the list above and work through to number 6 and use the “From” address that has been configured for each of these settings.
For example
If a “From” address has been set for an email template (number 2) which is then used by a helpdesk technician (number 3) who also has a different “From” address set, the technicians personal “From” address will be used. He or she is higher on the list, so they trump the earlier settings.
In summary, by specifying a “From” address for the different types of email that HelpMaster Pro is capable of sending, you can achieve a greater workflow and a more streamlined support desk. Your emailing will be cleaner, and you’ll gain a better understanding of how much email your helpdesk is both generating and receiving.