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Help desk software

EMLmonitor integrates with the following help desk programs:


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product box shot image  - box not required as distributed electronicallyProvides 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

  • Automatically or manually create call tickets from new emails that arrive into the POP3 / IMAP including IMAP4 mail box.
  • Automatically add emailed replies back from End Users or Customers to the current call ticket as an Event.
  • Automatically add all email attachments or embedded images to the Call ticket.
  • Automatically add email replies form support staff and auto forward to requestor.
  • Supports SSL (Secure Sockets Layer) connections
  • Automatic call assignment and email notifications to support operators.
  • Optionally send an email reply to End User/Customer with your message and their new call ticket id.
  • Allows pre-formatted emails to auto populate call fields
  • Ignores SPAM messages and does not convert them to tickets.
  • Ignore specified email subjects such as 'auto replies' and 'unavailable' messages.
  • Multiple installations to monitor different support email boxes available at no extra charge.

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.

EMLmonitor closes the loop and integrates email and the help desk by:

  • Reporting of the actual date and times of call being logged by email are based on when support requests are made rather than when support staff are available to convert email requests to tickets. 
  • More accurate Service Level management times recorded with email requests time stamped.
  • Follow this link to review SLAmonitor product information for more details of how SLA calculations are made and communicated.

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. Click here for more information on Simple Messaging Service (SMS text) Integration.

 

customer logo with testimonial

"We use EMLmonitor to its full extent and itís invaluable for automated communications"

Mark Sullivan
IT Services Manager
Thesis Asset Management

Click a screen image below for more detail.

Helpdesk -  manual email integration screen shot
     Email Monitoring via manual web based interface       

automated conversion system application screen
          EMLmonitor application and support service  interface          

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