Helpdesks

The most common use of MailManager is as helpdesk software, often by Internet Service Providers or IT Departments who are dealing with issues raised by their users.

Benefits for Help Desks

• Lower cost per inquiry
• Better quality responses
• Management reporting

Deployment

MailManager can either be configured to deal with emails received via address such as support@example.com or via webforms. As you know Webforms are used in order to ensure that full information on an issue is provided and can be used. A simple script can be used to make sure that the form has been fully completed and then to forward the contents to MailManager.

Request Tracker or Ticketing System

All incoming requests are assigned a ticket number. An automated reply can be generated to let customers know tickets numbers for their enquiries. This is why this type of software is sometimes called a Request Tracker or a Ticketing System.

ITIL

The IT Infrastructure Library (ITIL) is the most widely accepted approach to IT service management in the world. MailManager is ideal for running a helpdesk according to the ITIL guidance. More details on ITIL are available at http://www.itil.co.uk/.