Call Logging Software - Call Logging & Tracking via E-mail

Telephone communications can sometimes lead to service desk staff becoming less productive by spending more time trying to track a customer down and less time resolving IT support incidents. Richmonds call logging software combats this problem by introducing advanced e-mail functionality as standard within the service desk software.

Key E-mail features include:

• Instant incident creation or updating of existing incidents from incoming e-mails
• Centralised information logging eliminates breakdowns in communications
• Send and receive file attachments automatically for example screen shots and log files for easy access within the service desk to help diagnose incidents
• Automatic notification via e-mail to operators and customers throughout incident life cycle, helping improve customer satisfaction
• Skill based routing optimises allocation of incidents to available resource

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Implementation and Configuration >>>

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