27.7.2022

Emails in the Daktela Helpdesk

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How does Daktela help you stay on top of the requests coming in to your contact centre via email?

Chances are that most of the tickets in your contact centre are created from incoming emails (though in Daktela, a ticket can be created from any activity). Using the Daktela Helpdesk, you can make sure that none fall through the cracks and that you achieve your main objective – happy customers.

Synchronise Your Inbox with Daktela

To turn your emails into tickets in Daktela, you need to connect your inbox to Daktela. It only takes a couple of minutes to set up a new email queue and achieve just that. Once your emails start synchronising, you can make use of the power of the Daktela Helpdesk to supercharge the way you work with emails. You will no longer have to sign in to your email account elsewhere and you will be able to use all the extra features provided by the Daktela Helpdesk.

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Ticket Categorisation and Sorting

Each ticket contained in the Daktela is part of a category, meaning you can see the high-level topic of each ticket at a glance and filter out only the relevant ones to what you are doing. Categories are fully customisable so you can set up the ones you need, e.g. Leads, Service, Complaints, Returns etc.

When an email passes through your email queue, you can select a category that will be assigned to it automatically. This serves as the first step in sorting your emails to make working with them easier

If you want to make any more automated changes to the email (to make the most of Daktela, we recommend that you do!), you can set them up in our Email routings. Based on the email’s parameters such as sender, subject, body etc., you can create rules that will automatically assign ticket values in these fields:

  • Category (you can change the one set by the queue)
  • User
  • Status
  • Stage
  • Priority

You can also opt to delete emails based on the email’s parameters, e.g. if they are from unwanted senders.

Each agent has a set of Views that act like folders for tickets. Tickets appear in views by means of filtering based on their fields – and if you use our Email routings, the fields will be assigned there automatically, meaning your tickets will appear in the correct ticket view without you having to sort through them.

More Automatic Actions

There are further automatic actions linked with some of the fields that you can fill out automatically in Email routings. The most important one is Category as it can perform several actions.

First of all, it sets up how much time agents have to reply to the customer using the SLA setup linked to the Category. Each ticket’s deadline will be dynamically set first to the time for the first reaction, then to the resolution deadline. You can easily see whether or not each of those was met. To read more about this topic, please see our blog post focused on SLAs.

Second of all, you can set up automatic ticket distribution to agents that are allowed to work with the Category so tickets will be spread evenly across members of your teams. Make sure everyone chips in and turn your customer experience into a team effort. You don’t want to overload your agents though so you can select the maximum number of tickets each agent can have before distribution to them is paused.

Contact Centre Emails Under Tabs

Using the Daktela Helpdesk, it’s easy to make sure that none of your important emails fall through the cracks and that you keep your customers happy by providing them with a timely response to their queries. If you want to try how Daktela can help you process your emails and provide excellent customer care in general, ask us for a demo or get in touch with us using the information on our Contacts page – we have offices in the UK and other European countries.

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Take a look at our case studies demonstrating how more effective communication gained not only new customers but also a better position in the market.

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