Download DeskPROThe most widely used communication medium in the world is email. The email gateway features connect email and DeskPRO so your customers can continue to use email, while also providing them all the benefits of a helpdesk.
User Gateway
The user gateway takes emails sent by users and converts them into new tickets and replies. This is all done automatically by DeskPRO with no interaction required by you or your users.
- Set up multiple email addresses and have them all read by DeskPRO.
- Using advanced mail rules you can define how emails are handled. For example, specify a category or priority or even automatically assign a specific technician.
- Get rid of spam with the built-in, adaptive spam filter. DeskPRO can also work with your own spam software by looking for markers in the subject or body to determine spam.
- Help your customers faster by automatically sending them related knowledgebase articles based on their message.
- Autoresponder protection prevents users from submitting too many emails within too short a time, typical with auto-responders or vacation-notice replies.
Tech Gateway
The tech gateway is used by your team. Each tech can define email notifications they want to receive when a new ticket is entered into the system, or a ticket is updated with a new reply. Any reply sent to such a notification is converted into a new message on the ticket.
- Have your techs reply to email notifications to answer tickets. There's no need for them to log in to the web interface.
- Your techs can define a secondary email address for use with their smartphone or PDA. Notificatons sent to this special address are shorter, ideal for the small screens on these devices. Techs can read and reply to tickets while not even near a computer!
Webmail Gateway
The webmail gateway offers you a way to track normal email correspondence without converting emails into tickets.
- Track and log normal emails without turning emails into tickets or creating user accounts.
- Great for sending emails that need to be kept on-record.
Bounce Gateway
The bounce gateway is designed to intercept bounced emails caused by invalid email addresses.
- Save time by ignoring tickets by users who supplied invalid email addresses.
- Techs are never notified of bounced messages, but they are added to the ticket conversation anyway for informational purposes.