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thx for your response. But tickets are just one item. What about general emails ? What about presales questions ? What about existing clients asking some questi
by codegeek 11y ago
thx for your response. But tickets are just one item. What about general emails ? What about presales questions ? What about existing clients asking some question which may not be a support issue ?
- coreyp_1 11y agoFrom what I remember when researching this very topic for another company, the flow went like this: Person sends an email to support@yourcompany. The ticket system monitors the account and, when the email arrives, create a ticket in the system. The support staff triages the message as appropriate (it can be assigned to one or more people, etc), and respond. Any "response" is returned to the user as an email. In other words, the end user (e.g., the customer) does not know that they are interfacing with a support ticket system. Your employees, on the other hand, only interface with the ticketing system.