Ticket channel by email address vs. by customer
A ticket system sorts emails into different channels depending on the address via which they were received. For example, there is a sales channel that is linked to the “sales@” address and a service channel that is linked to “service@”. If a customer writes an email to the service address, the associated ticket automatically ends up in the assigned channel. The service employees there have access to it and can process the request. This process helps companies to bundle emails and process them effectively.
However, sometimes you want emails from a specific partner or customer to end up in a separate channel. This is now possible. To do this, you store a separate ticket channel in the customer’s CRM entry. Whenever a person writes an email that is assigned to this customer, the system automatically moves the email to the customer’s special ticket channel. The effect: you can sort even more finely.
Application example: Large-scale project
Application example: Key account management
Service desks often work in such a way that customer inquiries are collected in a central “pot”. From there, they are dispatched, i.e. assigned to a processor, or the processor selects their own inquiries.
This is a practicable procedure if the allocation is always individual. However, many companies work with key account managers, i.e. employees of your company who deal specifically with certain customers.
In this case, you can manage the service desk more intelligently by creating a separate ticket channel for each key account manager and linking it to the respective key accounts. This means that all customer inquiries are automatically routed directly to the right contact person. The advantage for you: less work. The advantage for your customer: Faster processing.
If a key account manager is ill or on vacation, escalation mechanisms ensure that the ticket is released and can then be processed by a representative.