Provides an incoming email ticketing system integrated with our open source help desk products. May be connected to an email account on POP3 or IMAP enabled mail system such as Microsoft Exchange Server, Lotus Notes and a host of Internet Email providers. Supports secure connections using SSL ports if required.
Note: Our help desk products do not require EMLmonitor for outgoing email notifications to end users, customers, support operators or managers. That is managed within the core helpdesks using the SMTP service (local or remote outgoing services or by relaying through email services). If you don't have a suitable email account then we can provide that too from our Cloud services.
The two incoming request interfaces available with EMLmonitor :
Either manually using the Check Email option under Call Manager and then selecting incoming emails for conversion to tickets.
Or running EMLmonitor automated process as a Windows Service which will then automatically pick up all incoming emails sent to a predetermined email address and convert them to call tickets (or simply add them as Events on existing call tickets by associating to the call id in the email).
The two methods may be run in parallel and logs are kept of all incoming emails so that manual attempts to convert the same email again will result in the associated call ticket being opened instead.
EMLmonitor: Set of Comprehensive Features
The case for capturing all communications in your helpdesk.
Many companies have now evolved an email culture where the majority of communications are managed in this medium.
Emails are fraught with problems when used in the support environment.
Communications get lost, threads and all
actions taken are not visible and most importantly there is little
or no reporting of volumes or resolutions at the end of the process.
Our web based help desk products overcome the need for emails to be used to log and track calls because users or customers can log their own requests. They may also view their call histories and even update them from their own web browser based user interface.
However, there is still a need to correspond via email from within a call ticket, such as when entering Events that need to be communicated back to users and customers or to auto notifying call closures and other status changes.
"We use EMLmonitor to its full extent and itís invaluable for automated communications"
IT Services Manager Thesis Asset Management
EMLmonitor closes the loop and integrates email and the help desk by:
If you would like to see the email to ticket software in action and run your own email support system in conjunction with a 'shared' open source help desk then download a trial of our helpdesk software and email us for a trial of EMLmonitor
Text Messaging notifications:
Outgoing SMS text message notifications to your smart phones and other mobile devices are also available via collaboration with an online messaging provider.
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