Today, people always want to save time, rely on machines and automations to get things done for them. If there is something which could reduce their workload and if certain things get done automatically by the tools, it gets preferred by most of the people today. We at Vembu strongly believe in customer satisfaction and saving their time being a major need, our products are designed in such a way that things are made easier for them and their time is saved.
In companies we have different support email IDs for different products and groups. For example, a group of people always do support for a particular product. It’s the duty of the manager to assign tickets to a particular group. In Vembu HelpDesk, we have a feature to reduce this manual work and do it automatically.
Support mail mapping – A feature to map the emails from the respective email-ids to the corresponding group and products thereby making it easier for the support agent and the manager to do customer support more effectively and quickly.
The admin of the organization only has the authority to enable this support mail mapping for the organization. The admin can configure so that the emails from a particular email-Id need to be automatically assigned to a corresponding group and product and it can be handled by the agents who have access to the particular group and product.
In order to configure this support mail mapping, the admin of the organization need to traverse to the settings page in Vembu HelpDesk, in Helpdesk settings tab, under Email Configurations there is a part called map support emails. Here, the admin can add any number of emails mapping it to respective groups and products.
The support mails added can be deleted any time by the admin. The managers and agents of the organization do not have access to delete or map any support emails.
Once these support mails are configured, the agents or managers need not spend their time assigning the tickets to groups and products and they can directly go ahead handling the tickets,saving time.
To know more about Vembu HelpDesk, please click here.
Got questions? Email us at: vembu-support@vembu.com for answers.
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