Email Ticketing System
Multiple email addresses receiving multiple mails, not really a great scenario for your agents. Once the floodgates open, the threads can get really messy to handle! Let Kapdesk’s email ticketing system be the solution to your problems.
The consolidation of all client email addresses ensures that you don’t go searching for mails from one inbox to another. You can then turn feedback and requests into tickets that your team can get working on.
Have the entire thread of conversation with all explicit details available in one place. This enables a smooth transition of cases between different agents. Kapdesk ensures that there are no gaps in information when new people join the teams, thus giving you a truly collaborative inbox.
Kapdesk allows you to categorize emails into different folders depending on the query raised. For instance, you can segregate conversations team wise like finance, support, sales, etc. Segregation can also be done on the basis of the nature of the query like feedback, complaints, support and so on.
No more worrying about sorting your email, and other trivial, time-consuming activities.
Setting priorities allows you to manage email ticketing rationally. Logically set priorities with Kapdesk email ticketing system, based on their severity status like high, medium or low. This allows your agent to cater to tickets which needs their immediate attention.
Don’t wait for allocation of specific cases to individuals anymore the system does that for you. Mails with specific keywords will be redirected to the team experts directly. For instance, emails with words like ‘invoice’ will be directed to the finance team.
Set specific keywords as filters, and redirect conversations where they belong. Using these keywords, the messages can be filtered and assigned to the relevant team members. The system reads your mail even before it’s opened making it proactive. This ensures that the sorting is done before the agent even starts working on a case. No more an avalanche of irrelevant messages that drowns your agent’s productivity!
Manually assign complex queries to particular agents, and view the status of each ticket which could be pending or closed.
You can also resolve tickets instantly by adding appropriate remarks.
Kapdesk email ticketing system allows you to merge multiple tickets depending on their relevancy!
When you receive a customer’s email, the response should be swift! The auto-response does just that. Kapdesk’s auto-mated responses does exactly that. The auto-response tells your customer that you have received their query and are doing your best to resolve it ASAP. There is no better way of letting your customer know that you care. The auto-response can also be personalized to cater to your team’s requirements.
For instance, a sales team will have a default auto-response for opening a conversation with a prospective customer, whereas your finance team can have automated payment reminders.
Your important customers should not be alienated due to a delayed reply.
Mails can be escalated to various levels if left unattended for a set period of time. The levels of escalation and rules can be predefined by you.
VIP client emails will be redirected to the top level management of your company, ensuring the high-level delegates of these companies get the special treatment.
Using Kapdesk, you can make the system send customized wishes to your customers on their birthdays, anniversaries and other special occasions.