The case for email monitoring
Many companies have now evolved an email culture where the majority of communications are
managed in this way.
Emails are loaded with problems when used in the support
environment. Communications get lost, threads and all actions taken are not visible and most
importantly there is little or no reporting of volumes or resolutions at the end of the process.
Our web based help desk products recognise
the importance of emails and integrate them
with the helpdesk.
EMLmonitor integrates email and help desk by:
• Allowing staff and customers to email requests which are then automatically (or manually)
converted to tickets.
• Making the helpdesk available 24/7 with an email call logging option and automated call
• Bringing all email replies back into the helpdesk ticket to ensure all communication
threads leading to a resolution are recorded against the ticket.
• Reporting of date and times of call being logged by email are based on when support
requests are made, rather than when support staff are available to convert email requests