One of the greatest benefits a company will experience after deploying PerlDesk is in regards to email handling. Email handling in PerlDesk is sophisticated, yet easy to use because the workflow is logical. Each incoming email is picked up by PerlDesk, logged as a ticket and confirmation can be sent to the customer with a tracking number. Your customers have the convenience of using a normal email client to contact your staff, and your staff can take advantage of using a fully featured help desk system.
PerlDesk Email Handling Features Improve Efficiency
One of the indisputable advantages of PerlDesk is that its email handling features improve the efficiency of your team. Some of the features that will have a most notable influence on the speed and quality your Customer Service team will provide are the following:
- Multiple email accounts and addresses. With PerlDesk you can have as many addresses and accounts you need. You can have support@yourdomain.com, sales@yourdomain.com, billing@yourdomain.com. No more need to have only one address that captures all your emails.
- Mapping of emails to specific departments. In addition to having many email addresses, you can set precise rules for email piping – i.e. which email address goes to which department. This way emails are sorted to the appropriate department right away.
- Recognize high priority emails. PerlDesk can recognize and appropriately mark emails received as high priority.
- Tracking Numbers. Each incoming email is assigned a tracking number which can be given to the customer via an auto-reply on receipt of their issue (optional). The customer can then use this when contacting your team in future to query their issue, allowing staff to quickly access and view the complete communication history.
- Threaded discussion. No matter how many emails a customer or end-user has sent, if they are about the same issue they will be all gathered in one PerlDesk ticket on one page, so you will know right away what the history of an individual issue is.
PerlDesk Email Handling Features Give You More Control
PerlDesk is an application which gives you a lot of control over the support process. There are many aspects you can configure and these include the following:
- Attachments. You can specify if you allow customers to upload attachments and if yes, you can also specify their max size and the allowed file types, as seen from the screenshot below.
- Emails only from registered users. If your help desk is getting lots of emails from users who are not entitled to receive support, you can easily fix this by enabling only registered users to sent you emails. This will require end-users to create an account before submitting tickets (via the web of email)
- Blocked addresses. You can block incoming emails from specific addresses of domains.
- POP3 retrieval. PerlDesk can connect to a common POP account and retrieve emails as your normal client would. This is easy to setup and allows PerlDesk to integrate with the most common of company mail systems including Exchange and Linux based mail servers.
- Incoming email rules. One of the most powerful email features of PerlDesk are the incoming email rules, which allows to create rules how specific emails are treated, you could filter emails with specific words, automatically assign them to specific people or departments.
- SLA rules. SLA rules give even more control because they all allow to set additional rules regarding what to do with emails, which have not been resolved in a specified period of time or are due soon. These options apply to all tickets and provide you with the control and knowledge that issues are resolved in a timely fashion.
PerlDesk Email Handling Features Will Make Your Customers Happy
Although the primary beneficiary of the PerlDesk email handling features is your support staff, your customers will also benefit because they are getting better service without the need for them to install or inconvenience them. If you choose to use the customer support portal front-end, your customers also have a way to track and manage their issues via your internet or intranet installation.
Tags: attachments, email handling, email piping, help desk, help desk software, incoming mail rules, SLA rules, threaded discussion