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Automatically Creating Cases in Help Desk from Inbound Emails and Word
Many organizations depend on email communication with their customers for providing initial contact for customer support. While manually reading and managing email-based support requests works for some organizations, many companies prefer to have those inbound requests processed as cases, so that they can be automatically assigned to the appropriate support representative, and tracked will the full benefit of the Help Desk system.
Email Processing
Email to case automatically indexes Help Desk records to create an up to date index in MS Office so that email s and documents are automatically parsed and searched for matching records online. When the application locates matching records such as Contact, Account, Case ID or Subject, Product record, Case Owner or Contract, the application suggests which record and folder to save the document while creating hyperlinks to the document from other record locations.
Creating Cases and Saving Email Records
When an existing case is not found during the email parsing because a new case is submitted, the user may select to create a new Case from the email or document. Along with automatic case creation, assignment and routing, the email and any attachments are saved.
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- Automatic Case Creation: new cases can be created automatically in Cyscom CRM Help Desk for inbound customer emails. These new cases can be routed to appropriate case owner depending on the case workflow and customer Support Level agreement.
- Automatic Case Threading: when support personnel respond to customer emails in Help Desk, those messages are automatically associated back to the case. Subsequent customer responses are also automatically tied to the original case.
- Native Email Support: A new email object contains all email interaction and supports forwarding, reply to all, and attachments directly from within Help Desk. When combined with cases, this email object displays all email interaction related to cases. Support personnel can operate entirely within Help Desk without the need to use an external email application.
- Intelligent Document and Email Management: capture content via metadata tagging in order to link documents and information to business processes. In a customer support case, for example, a customer email requesting support is tagged for references on the ‘Account’ name, ‘Contact’ name, ‘Case’ ID, ‘Product’ description or ID, ‘Case owner’ name etc.
Languages
English, Russian
System Requirements
- MS Office 2003 or MS Office 2007
- Cyscom Help Desk
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Support
Online support via Support Site
Support Contact Information
Name: Technical Support Team
E-Mail: support@cyscom,com
Phone: +44(207) 193 3395
Availability: Monday to Friday, 8 am to 5 pm GTM
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Publisher Information
Name: Cyscom Labs
Description:
Cyscom Limited enables service providers to develop and fulfill their Software-as-a-Service plans by making it simple and easy to go from an initial concept to a live roll-out of their SaaS offering.
Our combined go-to-market experience and superior technologies have allowed major telcos and service providers to get on a fast track and achieve a competitive advantage by working with Cyscom.
With partners delivering SaaS solutions and services to thousands of customers around the world we are pioneering the deployment of SaaS to markets and businesses that have been looking to improve collaboration with customers, suppliers and partners.
With head office in UK and subsidiaries in Germany and Russia, Cyscom is an active member and contributor to EU standardization groups that research and recommend technologies and standards adoption for the European Union.
Address:
49 Whitelands House, Cheltenham Terrace, London, United Kingdom, SW3 4QY
Phone: +44 (207) 193 3395
Web-site:
www.cyscom.com
Sales Contact:
Name: Prem Couture
E-Mail: crmsales@cyscom.com
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Pricing |
| 12 € per user/month | | 100 € per user/year |
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Support |
Monday to Friday, 8 am to 5 pm GTM |
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