automating communications workflow: incoming email processing

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Want to make creating tickets, entering time and adding notes easier? Autotask's new Incoming Email Processing service is the tool you need. Not only can customer emails be parsed neatly and automatically into tickets, it integrates email communications into your day-to-day workflow, improves response times, increases customer satisfaction, and automatically captures ticket updates, task and time entries. This session shows you how you can increase efficiency and communication with the correct configuration of this powerful, new tool. [Presenter: Guido Frank, Autotask]

TRANSCRIPT

Page 1: Automating Communications Workflow: Incoming Email Processing
Page 2: Automating Communications Workflow: Incoming Email Processing

Team BarcelonaAutomating Communications Workflow

Guido FrankImplementation Manager

Autotask GmbH

Page 3: Automating Communications Workflow: Incoming Email Processing

Agenda

Overview

Review of Options for Creating Tickets

Features/Benefits of Incoming Email Processing

Best Practices – What to Do/What Not to Do

Setup and Testing

Workflows

Versions

Questions and Answers

Page 4: Automating Communications Workflow: Incoming Email Processing

Overview

What we will cover

Best Practices for Client Communications

How the Incoming Email Processor Works

Features and benefits of the Incoming Email Processor

“Gotchas”

Best Practices for setup and implementation

Page 5: Automating Communications Workflow: Incoming Email Processing

Overview

What we will not cover

Creating/Editing/Working with Tickets and Project Tasks

Creating/Working with Workflow Rules

Actual setup of the feature

Recorded Webinar will walk you through the process –

Some of these slides are blatantly plagiarized

Page 6: Automating Communications Workflow: Incoming Email Processing

Client Communications - Creating Tickets

Client Portal

Best Option

No worries about unknown contacts

User enters information themselves

Less effort for you

Lowers risk of “lost in translation”

Client Portal can be customized for your needs

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Client Access Portal

Page 8: Automating Communications Workflow: Incoming Email Processing

Client Communications - Creating Tickets

Email [email protected]

Second Option

Benefits

Page 9: Automating Communications Workflow: Incoming Email Processing

Client Communications - Creating Tickets

Phone Calls – Manual Creation of Tickets

Last Resort

Phone calls interrupt existing work

Callers expect immediate attention

Doesn’t allow the Help Desk to properly Triage tickets

Page 10: Automating Communications Workflow: Incoming Email Processing

Features/Benefits of Email Processing

First Off - A Definition

Incoming Email Processing:An Autotask feature that searches the Subject line and Body text of incoming emails for special text. This text is used to create tickets and add notes to tickets, tasks, and projects. You can also add time entries to tickets and tasks.

Page 11: Automating Communications Workflow: Incoming Email Processing

Features/Benefits of Email Processing

What Does it Do? – Converts Emails into Autotask Entities Subject Line = Entity Title Email body = Description Depending on the info in the subject line and body, you can

create: Service Desk Tickets Ticket Notes Project Notes Task Notes Ticket or Task Time Entries

Page 12: Automating Communications Workflow: Incoming Email Processing

Features/Benefits of Email Processing

How do we do this at Autotask? Email is sent to [email protected] Email is then processed by Autotask to take the proper action The sender email address is key for ticket creation

If there is a match in the contacts database, the ticket is created with that individual as the ticket contact, and attached to their account

If there is no match, Autotask looks in the web field in the accounts database and looks for a match for the email domain. If one is found, a new contact is created under the account, and the ticket is processed as above.

If no matches are found, the ticket is still created, but attached to the “zero” account (your company)

Page 13: Automating Communications Workflow: Incoming Email Processing

Account Domain

Page 14: Automating Communications Workflow: Incoming Email Processing

Features/Benefits of Email Processing

How do we do this in Autotask? Notes and Time Entries are added to tickets based on the Ticket

number in the subject line Time entries require specific information on the first line of the

email body This is the only information that can be on the first line Status and Role can be adjusted, but typos will result in failures

Page 15: Automating Communications Workflow: Incoming Email Processing

Features/Benefits of Email Processing

Simple Scenario – Basic Ticket Creation

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Features/Benefits of Email Processing

Simple Scenario – Basic Ticket Creation Provide customers with a “friendly” email address to reach

support Set up rules in email client to redirect email to Autotask

custom mailbox Configure settings for tickets created (Workflow Rules)

Consider a “New Email Ticket” status Consider a “Triage” Issue type and Queue Consider a “Triage” Work Type

Page 17: Automating Communications Workflow: Incoming Email Processing

Where do we do it?

Page 18: Automating Communications Workflow: Incoming Email Processing

Setting everything up...

Page 19: Automating Communications Workflow: Incoming Email Processing

How we make it work...

Page 20: Automating Communications Workflow: Incoming Email Processing

Features/Benefits of Email Processing

Advanced Scenario – Notes and Time Entries

Page 21: Automating Communications Workflow: Incoming Email Processing

Features/Benefits of Email Processing

Advanced Scenario – Notes and Time Entries In Email

Set-up Signatures/Templates in email client to pre-fill indicators on the first line #T= time #R= role #S= status

Ensure that you don’t place additional text on the first line of the email. In Autotask

Match the appropriate Notification Template for each action Select at least one internal resource for failure notifications Consider adding a Status of “Customer Note Added” and Workflow

Rule

Page 22: Automating Communications Workflow: Incoming Email Processing

Best Practices/Gotchas

To get emails into Autotask REDIRECT, do NOT Forward

When you are setting up new accounts, make sure you have

good email addresses, and put the domain name in the

account record

If customers use a “generic” email domain, DO NOT put that in

the account record

Before you “turn it on” test all features by sending emails direct

to the Autotask email address created

Page 23: Automating Communications Workflow: Incoming Email Processing

Best Practices/Gotchas

Make sure client communications sent from Autotask are sent from your

support email box

Make sure your notification templates include ticket/task numbers in the

subject line

Carefully consider your business workflows, and set your defaults and

Autotask workflows to match

Your Service Desk workflows are key. Once they are setup, the

incoming email processing simply works at the very beginning as part of

the Autotask entity creation.

Page 24: Automating Communications Workflow: Incoming Email Processing

Versions

Basic Incoming Email Processing is available at no additional cost. It

includes: The Add Ticket Email Service (ATES) mailbox, which is already set up An option to configure one additional custom mailbox for creating tickets

only

Advanced Incoming Email Processing is available for an additional

fee. It includes: The Add Ticket Email Service (ATES) mailbox, which is already set up An option to configure six additional custom mailboxes Emails can be converted to Tickets, Ticket Notes, Ticket Time Entries,

Project Notes, Task Notes, and Task Time Entries

Page 25: Automating Communications Workflow: Incoming Email Processing

Licensing and Costs

Call or Email your Account Manager

[email protected]

Page 26: Automating Communications Workflow: Incoming Email Processing

Guido FrankAutotask GmbH