Your customers can ask for support in four different ways:
- Online in HelpDesk
- Through a phone call - the support user adds the ticket in HelpDesk
- In your own ticket form on a website or in your intranet
- By sending an e-mail
A ticket will be registered for the user connected to the e-mail address of the incoming e-mail. The e-mail rules define which object the ticket shall be connected to, based upon key-word recognition. This means that every time a word within an e-mail is recognized (eg: subject, message) a ticket will be created for the object that you have predefined for that word. An unlimited number of e-mail rules will simplify your work and give you more time for the really important part of your job: the customer!
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