Many support teams still rely on an email package, like Outlook, as their main customer support mechanism. While email is a great communication tool, it lacks the organization and tracking features that can take a company’s customer support service to the next level.
It goes without saying – email is a powerful tool. And Outlook is a great email solution. But any email application poses the same problem – it’s optimized for personal communication.
Email applications like Outlook fail to provide a complete issue history. Outlook can't flexibly forward and "cc" other team members, managers or support staff. And it doesn’t provide reports, workflow, tagging or categorizing features.
And some of those things would come in pretty handy when you’re trying to give your customers the best possible support, right?
Making a full transition from Outlook to a new IT helpdesk application would be a tricky process for your team.
But find a help desk application that can seamlessly integrate with your current support mailbox, and things become much easier.
With an integrated Outlook help desk you can continue answering tickets from your favorite email application. But you can also enjoy a ton of really useful features that will accelerate and enhance your customer support service.
Jitbit Helpdesk offers tight Outlook email integration via POP, IMAP or Exchange protocols.
Using Exchange rather that Outlook for your emails? Read about our EWS (Exchange) protocol support.
But we don’t just offer a cool ticketing system. Jitbit stores and organizes tickets in the helpdesk database. It allows you to produce advanced reports. Search the database for particular customers or queries. View detailed customer history. And so much more besides.
Wondering if Jitbit’s Outlook HelpDesk could be the right fit for your company? You need to ask yourself a few questions.
Are you answering more than ten customer support emails a day?
Do you have more than one support agent working in your team?
Are you always hitting “reply all” when dealing with customer support issues?
Would it be useful to get data and insight around your customer requests?
If you answered yes to any of these questions, your company has outgrown an Outlook-based help desk. And your business could really benefit from an integrated help desk solution.
Jitbit’s Outlook integrated email ticketing system helps companies to:
Ultimately, moving from Outlook to an Outlook ticketing system will improve the efficiency and productivity of your customer support team. If you’re ready to make the move away from Outlook, contact us for more information.
Last updated: 7/2/2021 more Helpdesk Ticketing System whitepapers