Consolidate All Support Emails in One Shared Inbox
The email ticketing system enables service and support teams to synchronize all customer inquiries, replies, and conversations received via email within a shared and unified inbox.
What is an Email Ticketing System?
An email ticketing system is a set of tools that automatically converts incoming emails into structured requests and tickets. Afterwards, tickets can be assigned, prioritized, tracked, and resolved. It includes several core technologies. The most important is the email parsing with metadata extraction. After a message is successfully parsed and metadata is extracted, it is converted and inserted into the ticket database under the shared inbox, including subject, timestamp, sender name and address, message body, and attachments.
The email inbox is further divided into labeled containers-queues that hold tickets sharing similar attributes and the service domain. These queues are named and arranged according to the team's requirements and the types of services they deliver. Examples of such queues include: Support, Sales, Marketing, Development, Billing, and others. Access to specific queues by agents is established through permissions corresponding to their roles and capabilities.
Seamless and Convenient Support Experience
The system coexists with the ordinary support ticketing system, offering non-technical users an alternate communication channel. If users are less comfortable with using web-based forms and interfaces, they can still easily create and manage requests via email.
Agents and customers can use their favorite client software to provide and receive support: Gmail, Outlook, Apple Mail, and others. The system stores each new message and its data into a request database, ensuring data integrity and security. It also provides an efficient method for tracking and managing customer inquiries, enabling teams to create a more streamlined and effective support process.
The full synchronization between email data and the database is monitored by the workflow engine. Real-time updates and logging of each modification, whether it's a simple reply or the addition of a new attachment, ensure that all interactions remain consistent.
Two-Way Email Parsing
The integrated email-to-ticket utility provides two-way communication between all users. It stores and processes incoming messages, whether they are new requests or replies.
Request Submissions
Your clients can simply send a new message to an inbound address, and the utility extracts all structured data from the message directly to the ticket list.
Replies
When an agent or customer replies to a received notification, the message and all data are appended to the ticket action log.
Email Commands for Agents
Team members can harness specific commands in replies, streamlining assignments and internal message submissions for effective service and support. After the reply submission, each command is further analyzed by the system, enabling full synchronization with the database.
Custom Ticket Actions
Along with the ordinary replies to customers, agents can append the most frequently used ticket actions to the message: assign to agent, write internal comments, and close a ticket.
Integration with Workflow Engine
Incoming messages are monitored by the workflow engine and its rules, enabling extended automation of the most frequently used commands across the help desk.
Unified User Profiles
Regardless of the communication channel, the help desk system recognizes each sender's name and address maintaining unified customer and agent profiles. Using automated workflows for ticket categorization and prioritization, it enables omnichannel support and personalized responses.