PhaseWare’s complete Help Desk solution offers you
the ability to monitor a mailbox and turn emails
into incidents that can than follow your escalation
and event processing procedures.
Turn your inbox into a task-tracking system by
creating Incidents via Email. If the incident
creation feature is turned on, the system will
attempt to either create a new incident or update an
existing one each time a message arrives in the
system inbox.
To create an incident via email, a client with a
pre-existing account can simply send an email
message describing the problem to the appropriate
team email address. If a matching client account is
found and the address that the email was sent
belongs to an existing team, an incident is created
in the system. The item and technician details
can be changed after the incident has been assigned.
The body of the email becomes the main text of the
incident description. Any attachments included with
the email will also be attached to the incident. The
new incident is assigned a priority type and once
the incident has successfully been created, an entry
is added to the incident history log stating that
the incident was generated via email. The client and
the assigned technician then receive emails
notifying them of the incident created via email and
notifies them of it’s successful creation.
With PhaseWare you can now offer your clients true
24 hour availability, even if you aren’t actually
there. Let PhaseWare’s helpdesk management system
take you to the next level of awareness and
responsiveness.
