Incoming Email Add-On
IssueTrak Offers New Add-On Module Which Converts Incoming Emails Into Manageable Issues
VIRGINIA BEACH, Va.--Aug. 5, 2003-
Thanks to continuing customer feedback which has pushed the development of new features for the IssueTrak product, this new module automatically converts incoming customer emails into manageable issues accessible through the IssueTrak database.
The Incoming Email Automation Module functions automatically, by checking email from a specified email account, and then creating a new issue for each incoming email message. In order to maintain simplicity, the email's subject becomes the subject of the issue. The email body goes into the issue description field, with the email address used to look up user details within the system.
In cases where a user record is not on the system, the IssueTrak system automatically creates a new record using the attributes within the template set by the user-organization. This particular feature can be turned on or off, depending on the user-organization's needs.
In keeping with the flexible, customizable nature of the IssueTrak help desk software product, the email automation module enables administrators to set a default "Issue Type" for all issues which are created from incoming email. This ensures that email-originated issues are categorized differently than other IssueTrak issues, and can be handled accordingly.
The module also handles attachments, which are automatically attached to the newly created issue.
With the email automation module, all IssueTrak functions such as client-email notifications and automatic support assignments function as normal.
Multiple Email Account Processing
Processing email from multiple email accounts is simplified with the IssueTrak email automation module. An example scenario might be that your organization has two distinct support email accounts, one for software and one for hardware issues. In the easily-configurable System Settings panel, relevant information can be specified for each email account, which can included such as account or server name, password, default issue type, among others. IssueTrak processes emails from these specified accounts, with no limit on the number of email accounts that can be managed.
IssueTrak's incoming email module is the latest addition to the IssueTrak help desk/IT support software family which has enabled IssueTrak customers to create new efficiencies and lower total support costs while providing quicker, superior customer support.
The incoming email module is fully integrated with the IssueTrak Help and Support Desk system. It is available beginning August 18, 2003, for a one-time cost of $750.
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