This post is part of a series on using the SAManage help desk software. Other posts in the series include Introducing Your New Help Desk, Working with Tickets, Personalizing Your End-User Support Portal, and Customizing Your Help Desk.
Receive New Tickets Via Email
Your users can now submit support request and tickets via email. The SAManage solution comes pre-configured with a unique email address for your help desk. Any email sent to that address will appear as a new ticket in your help desk.
Collaboration on tickets between help desk technicians and end users can also easily take place via this unique email address. For example, when a help desk technician reviews a new ticket, they can add comments requesting additional information from the user. These comments will be automatically sent – in the form of a reply email – to the user who originated the request. When the user receives this email, they can than respond by just replying to the email. All email replies and discussions will be fully tracked in the help desk system, added as additional comments on the original ticket.
Configure The Email-to-Ticket Option
Configuring your new help desk feature is fast and easy. Simply navigate to the help desk setup section to view your help desk email address, which is a unique address specifically for your account. Next, you’ll need to setup an automatic redirect within your existing email system, so all support emails are automatically forwarded to your unique help desk email address.
For example, if you want email@example.com to be the primary address for sending and receiving new support requests, you can configure a forwarding rule in your email system to route all mail sent to firstname.lastname@example.org directly to your unique SAManage help desk email address. Once configured, any emails sent to email@example.com will immediately appear as new tickets in your SAManage help desk system.
You can use the new email-to-ticket feature in conjunction with an external URL, to provide your users will multiple convenient options for submitting new help desk support requests.
Support Your Existing Business Processes
To further extend your new SAManage help desk solution across your company, and to ensure full support for your existing business processes, you can use the ticket-types capability with the new email-to-ticket feature.
For example, you can setup your new help desk system to send acquisition or software installation requests to unique email addresses. This will ensure that these types of requests are automatically assigned to the right stakeholders within your company. As a result, you can streamline your help desk processes and completely integrate your new SAManage system with the way you currently do business.