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| Serio Products Service Desk Software Helpdesk Software Change Management Network Auditing Server & Device Monitoring Mobile Support Solutions About Serio Serio Blog » Blog |
Serio Service Desk Feature Tour |
12/18
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| Serio comes complete with a rich set of email tools that can help to boost productivity and enhance your
support operations' professional image.
Serio uses a single designated email account for all inbound and outbound support eMails - for example, 'support@mycompany.com'. This stops important support eMails being scattered amongst different email accounts. Serio acts as its own email post-office - sorting inbound emails so that they can be easily handled by the Helpdesk. You can send and receive eMails through Serio - even if you don't have an email client on your computer. You'll also be pleased to hear that Serio offers full support for email attachments, both inbound and outbound. Serio eDocs allow you to combine personal comments from Helpdesk staff with more standard messages (such as reminders about IT support hours or self-care facilities). Serio eDocs can also include Incident, Problem and Change information for you - directly from the Serio system, reducing the amount of re-keying your staff have to perform. Naturally, Serio can automatically send emails to the customer for you at key points such as Incident logging, resolution, and escalations. Auto Responder Optionally, you can enable the Serio Auto Responder. The Auto Responder
aims to get customers working again quickly by replying automatically
to their eMails with a suggested solution. It analyzes the eMail
for key words and phrases you have defined. Based on these, it eMails
the Customer a suggested solution (also defined by you), which may
include attachments or internet links.
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