SherpaDesk integrates with email to help you easily engage with your customers.
Most people know how to send and reply to emails. We figured we might as well start there in helping companies resolve their customer’s questions and support issues.
Create tickets with your own support email
Tickets can created by using your support address (e.g. email@example.com)
SherpaDesk supports multiple email drop boxes allowing you to configure how a ticket is categorized and assigned. Now you are able to start capturing and organizing all of your customer’s emails and get some insight to your support.
Once a ticket is created an email is generated with a ticket ID and supporting details. This will give your customers all the information they need to know about their open ticket. They can reply to these emails at any time to get a status update to their request.
If you ever get an email chain that needs to be assigned to support you can just simply forward it on to your support address. The historical thread inside the email will be included in the ticket’s initial post and the system will add all the members of the email as users to the ticket. This will keep everyone updated throughout the life of the ticket.
Updating tickets with replies
Both customer and technician are able to respond to their ticket’s email. The system will track the dialogue in the email and record a time and date stamp on the conversation. Complete accountability throughout the support process!
Technicians are able to use special commands which will allow them to close tickets, add time, transfer to other techs, etc… This is all done over email limiting the need to constantly log into the application.
Confirm tickets are resolved
When a technician fully resolves the customer’s issue a closure email is sent out. Once the customer receives the email they have the ability to either confirm that their problem was resolved or reopen their issue and explain why it was not successfully resolved…thus closing the loop on the support!