Best Email Ticketing System and How it Works

Categorizing a Case

Categorize

Email addresses can be grouped under different categories, like Finance, Accounting, HR, Sales, etc., through this you can have a systematic view of emails.

Assign

Intelligent routing rules access text within emails and assigns to the right agent with the appropriate expertise—increasing agent efficiency.

Transfer

You can make a transfer of case to an email address.

Prioritize

Prioritize the Emails with colour codes. This helps customer support representative to easily identify the cases with “critical and high” priorities and can start working on, right away.

Label

Label the emails with colour codes. The label option lets you add text that identifies the email. There by filtration of these mails becomes easier.

Case history

View the case history screen, to know the complete information of a case. Like, the workflow of the case, its status updates and many more.

Create & Manage a case

Case statuses give you a better organized workflow.

Created
Assigned
In progress
On hold
Completed
Re-opened

Notes & Attachments

View the complete mail conversation in a single location and add internal notes & attachments which help to analyze the case in detailed level. This helps to easily track the case and a quick decision can be made to close the case, without waiting for the external resources.

Managing Cases & Email Accounts

Manage email accounts and Processes easily

Administrator can easily add multiple email accounts of type POP3 or IMAP from which the emails need to be received. Our tool gets the mails in real time from the configured mail accounts and shows instantly to the end users. This process is completely asynchronous handling multiple email accounts to receive thousands of mails simultaneously. With a single click, user can disable the option for not to receive the mails at any instance. Administrator can choose the actions that an agent can perform on each of these individual accounts including case reply, re-assign a case, transfer a case etc.,. Grouping of email accounts is also possible if agents want to view multiple email accounts under a single label.

A Powerful Case Search Tool

Our search tool eliminates hours of time in email-discovery. It allows you to search every single case from multiple email accounts, no matter who sent or who received it as well as looking the conversations and interactions.

Our ADVANCED SEARCH option: Find and retrieve past cases, attachments and files, quickly and easily using advanced search and restore features. Automatically indexes every message, attachment and file before it is saved. This means users can easily find and retrieve lost or deleted cases and faxes again. Users can build complex search rules based on date, sender, recipient and other keywords. Once a search is defined, the user can save the search criteria for easy reference at a later date, similar to Outlook search folders.

Interactive Dashboards

MailRAQ allows end users to access analyze and manage the information they need. Easily combines a collection of interactive reports and charts onto a single screen all from within your application. You can choose from variety of inbuilt reports or can have customized reports as per your requirement. Various reporting filters are available to further drill down to know the exact statistics.

Automating

Email Account Alerts

View the Emil accounts which are about to expire/ already expired as well as Unauthorized.

Undelivered mails

An alert will be displayed in the list screen, if the mail is not sent /delivered to the email addresses specified.

Account expiry

When the selected email account is already expired, displays an alert while creating/ editing a case.

Fully Customizable

Create any other business rules to help to optimize your case management process and get alerts based on these rules.

Escalation

Automatic escalation email alerts, to reporting managers for overdue cases and actions.

No Activity

Automatic notifications are sent to managers, if there is no activity on a case for a specified number of days or hours.

Unassigned Cases

The reporting managers can get alerts for the cases which are not yet assigned to any of the agents.

Instant alerts

Tool is integrated with instant alert service by which end users can get real time notifications at each stage.

Customizing

Predefined Templates

Email tool helps you to create predefined email templates which can be directly used in related conversations. This will reduce time consumption, verbal mistakes and incorrect spellings when sending an Email to clients.