IBN Help Desk system enables to automate processing of both internal Issues and requests to corporate email addresses by organizing effective technical support, sales questions and other requests.
Issue is basic Help Desk object. It can be created by any IBN portal user or automatically generated from an email message received by external email box.
How IBN Help Desk works with email messages received by external email box? The scheme is as follows:
1) A user sends an email message to a certain email address. For example, to support address.
2) The message is processed by email server.
3) IBN Server requests mail server and collects the message.
4) IBN Server:
Checks if the email belongs to white or black list.
Analyses address, subject and body and tries to find special elements in them (key words) to define the subject of this message.
If there are no key words or other special elements in the message, it places it to “Pending Messages” block for manual processing.
If there are such elements (key words) in the message, it registers it in the IBN portal and places it to the special box (folder) related to discovered elements.
Assigns a responsible user or group of responsible for the Issue depending on the defined Issue box.
Sends to responsible users notifications and an email message notifying about received request to a person who had sent the email message.
5) Responsible users work with the Issue through the IBN portal or email client. They change the status of Issue, leave messages, attach files and communicate with sender by email. The full information is saved in the system.