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. Richmond SupportDesk 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
Click to enlarge
