email integrationEmail Integration

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Seamless E-Mail integration with your SupportDesk system

  • email integration

    Create unique email templates to be sent automatically at pre-defined call milestones.

  • customer relationship management

Description

Email Integration with the Service Desk

Email integration with the service desk ensures that Customers, helpdesk analysts, managers and all relevant parties are kept in-the-loop as to the status of logged tickets. SupportDesk service desk software includes full email integration, with templates for Automatic emails included as standard.

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Your Email

Please note that by providing your email address we assume that you wish to be kept informed of SupportDesk related news and offerings. If this is not the case, please email us at support@houseonthehill.com and we will ensure that your email addess is removed from our contact list. Your email address will not be forwarded to any other parties.

Configure Your Suite of Email Templates

SupportDesk’s email templates can be edited, or service desk emails can be designed from scratch. With both plain text and html formats available in the system, ticket details can be pulled into the message content using prompts, and emails can include images and links.
Call closure helpdesk email

Heighten Communication and Customer Satisfaction

Emails can be sent automatically at crucial milestones in a call’s lifecycle, such as upon updating the ticket, any changes of assignee, or call closure. By immediately and automatically acknowledging receipt of a service desk ticket, customers can be reassured that their issue has been successfully logged. In call closure correspondence, links to customer feedback surveys can also be included in service desk emails, so that you can continually improve the service you offer, and heighten customer satisfaction.

Automate Pro-Active Breach Notifications

Use integrated emails in conjunction with SupportDesk’s workflow engine to send automatic notifications to assignees or managers when tickets are approaching SLA action dates and require attention.

Key Features

  • Send automatic e-mails to related parties to acknowledge a new call
  • Automatically e-mail related parties at specific call milestones
  • Design your own e-mail templates
  • Compose ad hoc mail to customers or users
  • Send and receive file attachments
  • Use in conjunction with the workflow engine for automatic SLA breach notifications
  • Automatically generate helpdesk calls from incoming mail
  • Follow-up e-mails can be added to the original enquiry

Feature Details

Professional, Enterprise, Ultimate

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Interested? Call us +44 (0) 161 427 8988

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