0
Answered

How does helpdesk and email ticketing work?

Jona 3 years ago in Usability & Interface • updated by Sergey Stukov (co-founder) 3 years ago 4
I'm currently using helpscout for support emails and was considering moving to freshdesk. However, I did notice that freshdesk adds a whole knowledge base and forum to their system. So I thought we are already using UserEcho for forum and knowledge base so I was wondering how the email support works with UserEcho.

I previously had HelpDesk disabled and I'm not sure if I need that enabled to do email support with users? I want to test this out but I'm not sure how complete email support is with you guys? Can I assign emails status, assign to another person the email and such typical email support options?

Answer

Answer
Answered
Hello,
All incoming emails will be converted to the HelpDesk tickets (looks like our topics) and you are able to do with them all that you are able to do with topics: assign performer, change status, etc.

Client will receive answer by email and can reply to it. The reply will be attached to the same topic as comment.

If you want to use it you need HelpDesk forum to be enabled. Confirm it here and we will enable it for you.
Answer
Answered
Hello,
All incoming emails will be converted to the HelpDesk tickets (looks like our topics) and you are able to do with them all that you are able to do with topics: assign performer, change status, etc.

Client will receive answer by email and can reply to it. The reply will be attached to the same topic as comment.

If you want to use it you need HelpDesk forum to be enabled. Confirm it here and we will enable it for you.
Thanks for the prompt reply. Please enable it so that I can check it out. Thanks!
We see that you evaluating our Email ticketing feature.
Please check that all appears requests appear in your helpdesk and you can manage it from the agent interface here https://xiialive.userecho.com/settings/agent/topic...

If you have any suggestions or ideas how this feature works we will like to hear feedback from you, thanks!