versaSRS HelpDesk Features: Email Enabled

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Email Enabled versaSRS HelpDesk automatically turns customer emails into tickets and replies with a ticket number for future reference.

Each Queue (Team) can be assigned its own email address, therefore inbound emails to support@yourcompany.com will create a ticket in the Support Queue, and emails to sales@yourcompany.com will create a ticket in the Sales Queue.

On each incoming ticket, an "Open Confirmation Email" can be triggered to inform the customers that their ticket has been received and they can use the reference number to identify the ticket in future.


Benefits 

  • Custom Keyword Routing (In-bound Email) - ability to define keywords or phrases which will be looked for in the in-bound email FROM: , TO: and/or Subject field of the email --> If found will route to specific Queue and log the call automatically, and optionally set the Queue, Skill Group, User (Owner), Key 1,2,3, Priority, Call Type, etc.

  • Admin, Technicians, Managers, or anyone with an email address, can also be notified.

  • Technicians are notified via email when a call has been assigned or transferred to them.

  • Call Update emails can be sent to customer when changes have been made to the call.

  • Incoming email can automatically be assigned to a relevant Department or Service Areas (System Skill Group) as well as be assigned to a System Operator as the owner of the call.

  • For outgoing email, the "From" address will always be for example support@yourcompany.com, with the subject field containing the relevant call number. This ensures that if the email is replied to, then all content will automatically be appended and updated to the appropriate help desk call.

  • versaSRS HelpDesk can support a single POP3 Mailbox, with multiple email aliases assigned, or multiple POP3 mailboxes can be used.

  • SMS and Faxing capable*, allowing for SMS text messages to be sent to your mobile technicians or field staff.

  • Email Templates allow you to customize the email content for all outgoing emails.

  • In-bound Email Address to Queue Mapping.