Help Desk Email Management
Jitbit Helpdesk does an exceptional job of managing your customer support emails. Confusing email threads? A variety of query topics? Our help desk email management turns it all into a simple and organized email ticketing system.
Option 1: Pulling Tickets from your Email Server
Jitbit Helpdesk pulls all your support emails into one centralized location. It can handle multiple email addresses and servers (POP, IMAP and Exchange). And it can even route incoming emails to particular helpdesk areas.
For instance, emails to support@ can be routed directly to your tech support guys. And sales@ messages to the sales team.
All emails entering the system become new tickets. Or replies to existing tickets. Each ticket can then be managed, replied to, resolved and included in useful reports on your customer service.
Option 2: Built-in mailboxes
(SaaS version only)
Our SaaS version comes with built-in addresses like
support@XXX.jitbit.com that you can forward your email to (or simply give out this email address to your customers), where "XXX" is your account name. All messages sent or forwarded to this email will be converted to tickets.
In addition you can have a
support-1234@XXX.jitbit.com address where "1234" is the ticket category ID. Emails sent to this address will be routed to the ticket category automatically.
Actually, it doesn't even have to start with
support- you can have an
any-random-word-1234@XXX.jitbit.com address and it will still be routed into the category ID 1234.
All ticket updates are sent back to your customers via email. And "new request" notifications are sent to your support team via email.
So for email conversations, you don't need to use the help desk interface. Just stick to your favorite email software if you prefer.
Reply as usual to your emails and let the helpdesk app take care of creating tickets, notifying users and tracking ticket status. All behind the scenes.
Email Ticketing System Set Up
Jitbit email ticketing system is super-easy to set up.
Just open up the admin panel and specify your email server settings. Gmail, Hotmail and Yahoo accounts are all fully supported.
You can then set up one or more "automation rules". These will route incoming emails based upon words and phrases found in the subject line. Or automatically assign ticket priorities and/or due dates based upon criteria you specify.
If you decide to use the online (SaaS) help desk, it even comes with ready-to-use email servers (both incoming and outgoing) already set up for you. It doesn’t get much easier than that! The server already have anti-spam and antivirus scanners built-in.
Jitbit Helpdesk has another cool feature that makes email customer support even easier.
Our email API allows you to manage your tickets using just your email software. By adding special commands in the subject line when replying to a helpdesk email, you can close or reopen tickets, send private notes to other agents, unsubscribe from a ticket or update the ticket record.
Want to know more? Check out this page on Helpdesk's Email API.
Read more about Jitbit’s Outlook Help Desk options.