Email Assignment

Assignment Engine - Individual, Group, Queue

With Mailmanager e-mails can be assigned to an individual agent. For example high priority e-mails could go to a supervisor or e-mails from a particular company could always go to that company's account manager.

An e-mail account can be assigned to a group of agents and all incoming e-mails will be shared around the members of the group in turn. For example e-mails coming through sales@example.com will be distributed within a sales team.

An e-mail account can be also assigned to a queue and all incoming e-mails will be left unallocated in the queue until an agent, who is ready to deal with an e-mail, picks up an e-mail from the queue to deal with.

E-mail Tracking

MailManager allows your customer service agents to view full customers' information and e-mail correspondence history, enabling them to make informed decisions. MailManager has an e-mail tracking feature, which helps to make sure that service agents never miss, ignore, or forget about a customer query. The entire correspondence with a customer related to one subject is gathered in the form of a ticket. The status of every single ticket, is recorded on the system, and can be checked at any time.

With MailManager it is also possible to add (private) notes to any ticket before it's transferred amongst individuals dealing with different parts of one enquiry. This flexibility given to customer service teams shortens the overall time needed by them to resolve any enquiry.

Smart E-mail Archiving

Older e-mails (or tickets) can easily be archived and removed from the system. Archiving is arranged by e-mail type criteria, so for example spam can be removed on daily basis but technical queries could be retained even for 2 years or more.