Shared inbox instead of separate support emails
Email ticketing system enables organization and synchronizes of all customer inquiries, replies, and support conversation received via email within a shared and unified inbox.
What is email ticketing system?
An email support ticketing system is a set of tools that automatically converts incoming emails into structured support tickets. Afterward, tickets can be assigned, prioritized, tracked, and resolved. It includes several core technologies, where the most important are email parsing and metadata extraction. When an email message is successfully parsed and metadata are extracted, these data are converted, structured and inserted into the ticket database. The usual data are email subject, timestamp, sender name and email address, message body, and attachments.
Seamless and convenient support experience
The email ticketing system coexists with the ordinary support ticketing system, offering non-technical users an alternative that leverages their familiar email client. If users are less comfortable with the help desk software and access to the customer support with web-based forms, they can still easily create and manage their requests via email.
Agents and customers can use their favorite email client software to provide and get support: Gmail, Outlook, Apple Mail, and others. The email-to-ticket utility stores a new email message and its data into a support request database, ensuring data integrity and security. Eventually, it provides a structured method for tracking and managing customer inquiries, allowing support teams to create a more streamlined and effective customer support process.
The full synchronization between email data and the ticket database is monitored by the Workflow engine. The real-time updates and logging of each modification, whether it's a simple ticket reply or adding a new attachment, ensure that all interactions remain consistent.
Two-way email parsing
The integrated email-to-ticket utility enables two-way communication via the helpdesk system. It stores incomming email messages, and also process outgoing email notifications.
Email Ticket Submission
Your clients can simply send a new message to an inbound email address, and the email-to-ticket utility extract all structured data from the email directly to the database.
Email Replies
Each reply to the received email notification and its data are appended to the ticket Actions log.
Email commands for agents
Support teams can harness specific commands in email replies, streamlining assignments and internal message submissions for effective support. Each email command is further processed in the email ticketing system, enabling full synchonization with the help desk database.
Append custom ticket actions to email message
Along with the ordinary email reples to customers, support agents can apply the most frequently used ticket actions to the email message: assign ticket to agent, write internal comments, and close a ticket.
Integration with Workflow engine
Each incoming email message is monitored by the Workflow engine and its rules, enabling extended automation across the help desk.
Unified user profiles
The email ticketing system recognizes each email sender and maintains unified customer and agent profiles. Using the automated workflows for ticket categorization and prioritization, it enables omnichannel support and personalized responses.