SupportDesk Email Service Setup

Duration: 1/2 Day – Remote control session

Overview

SupportDesk email service controller is a powerful tool that will enable emails to be managed within the service desk.

Emails into the service desk can be logged as new incidents, updates to current incidents and provide the user with automated responses to confirm their email will be dealt with.

Outgoing email can be generated directly from SupportDesk to reduce the need to switch applications and create log details against the relevant incident to ensure all actions related to the incident are stored against it.

Benefits & Deliverables

• Increase service desk efficiency by reducing the time spent chasing customers via the telephone.
• Automatically log incidents and log updates to incidents, providing a full history of correspondence and activity within the incident.
• Automatically update the customer when responding to or resolving an incident.
• Add attachments directly from email to incidents for further information and screen dumps of error messages.

Prerequisites 

SupportDesk installationPOP3 and SMTP enabled mailbox

If you would like further information regarding the Consultancy Services available from Richmond Systems please call +44 (0) 1428 641616 or e-mail info@richmondsys.com.