In this blog article I want to create an ‘overview’ topic about email in Serio. The reason is a lot of users seem unaware of some of the things you can do with email.
I will start with when and where emails are produced. All of the emails are optional – so they can be switched off if you’d rather not send any.
NB: I’m primarily going to talk about Incidents for brevity’s sake, but what follows can also apply to Problems and Changes as well.
- After logging an Incident, a confirmation can be automatically sent as confirmation to the customer.
- When resolving an Incident you can send a ‘we’ve completed this’ email to the customer. The email can contain what you did to resolve the Incident, and invite a satisfaction rating.
- You can send an email to customers whenever you take an Action. You can do this by just having a single Action called ‘Send email’ whenever you want to send one, or you can make each Action send an email to the customer. This is like a courtesy that says ‘we’ve updated your Incident, here is what we did’.
- You can have Serio notify Agents (people delivering service to customers) when you assign an Incident to them.
- You can have Serio ‘copy’ lots of Agents when an Incident fitting a particular set of criteria is logged. We call these Broadcast Alerts.
- If you are a Serio Command Center user, you can have Serio email you when different network and server conditions are detected.
- If a customers uses SerioWeb, to log an Incident or place a note on an existing Incident, you can have Serio send you an email to let you know about this.
- At a given escalation point, the Escalation Engine can send an email to the customer to let them know you've escalated the ticket.
- To let a supplier know that you’ve assigned an Incident to them, as part of a supplier management process.
- We can also send emails about emails – for example, a customer replies to an email you sent earlier, we can send you a notification about that.
That’s a lot of emails. The important ones (generally those that go outside of the support desk) you have total control of the content through the use of eDocs (electronic documents). For example, you can choose HTML or text based formatting, and can include lots of data from the Incident (such as SLA targets, who is handling the Incident, which team it is assigned to, the Incident description and so on).
There is also another whole raft of notifications and warnings that are used in Change Management (a topic for later).
There’s some pretty nice stuff which might not be obvious.
Variable ‘sender’ address. If you are a ‘virtual’ helpdesk or service desk (you provide services to different companies as if you were part of that company), Serio can vary the senders email address of outgoing emails so that one email is sent from ‘firstname.lastname@example.org’ and the next from ‘email@example.com’.
Language-based emails. (This is a great feature, I helped design it). If you offer services in more than one language then Serio can switch the language of emails. Suppose you offer support in English, French and Dutch. When an English speaker logs a ticket, they will get an English language confirmation. If a Belgian French speaker logs a ticket, they’ll get a confirmation in French. What is cool about it is that if a Belgian Dutch speak logs a ticket, they’ll get a confirmation in Dutch (in other words, it’s not determined by Country).