Email addresses can be grouped under different categories, like Finance, Accounting, HR, Sales, etc., through this you can have a systematic view of emails.
Intelligent routing rules access text within emails and assigns to the right agent with the appropriate expertise—increasing agent efficiency.
You can make a transfer of case to an email address.
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 the emails with colour codes. The label option lets you add text that identifies the email. There by filtration of these mails becomes easier.
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.