Helpdesk | Tracking received emails
This process aims to efficiently manage and track every email received, by creating a new ticket/card in the pipe for each email. The tickets are reviewed, categorized based on the type of query, tracked until a response is sent, and finally closed.
Workflow Steps
Step 1 - Automated Email-to-Ticket Creation
An email sent to the designated support address automatically creates a new ticket in the helpdesk system with a unique ID.
Step 2 - Categorize, Prioritize & Assign
An agent reviews the new ticket, categorizes it (e.g., billing, technical issue), sets a priority, and assigns it to themselves or another agent.
Step 3 - Respond & Collaborate
The agent replies to the customer from within the ticketing system. They can also leave internal notes or collaborate with other team members on the ticket.
Step 4 - Resolve & Close Ticket
Once the issue is fully resolved, the agent marks the ticket as "Closed". The system can be configured to automatically close tickets if the customer doesn't reply after a certain period.
The Purpose of Helpdesk | Tracking received emails
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