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Administrators can create email templates which can be sent directly from an issue. For example, when a support analyst handles a newly submitted issue (or when the issue is fixed), the customer who submitted the issue may receive one of several standardized, yet personalized replies. ExrtaView supports both HTML and text email templates.
Data from the issue can be merged with the outgoing email. For example, the customer's name or the issue number assigned can become part of the outgoing email.
The outgoing mail is added into the issue as an attachment, giving a full record of the communication. ExtraView can be configured to receive incoming emails and directly place these into the workflow. For example, your customers may send email to support@mycompany.com. These mails are converted to ExtraView issues and can be assigned to the appropriate person without delay. Issues can even be updated in the same manner. |
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