For those customers that prefer to use email, KronoDesk provides powerful email integration functionality that can intelligently read incoming emails and generate new help desk tickets as well as add comments to existing open tickets.
KronoDesk will automatically scan you support email accounts for new help desk tickets. Whenever it finds a new email conversation it will create a new help ticket in the system and if necessary create a new KronoDesk customer account for the customer if this is their first support email or ticket.
KronoDesk will automatically include any CCed email addresses in the created ticket, this means that all correspondence between the support agent and the end user will be also sent to the original CCed participants.
In addition, customer support agents can add additional CC email addresses to the ticket after it has been logged, ensuring that everyone who needs to be informed about the problem is kept up to date.
Unlike many other support systems, KronoDesk is smart enough to know when a customer is responding to an existing ticket as opposed to opening a new one. KronoDesk will scan the incoming support emails and when it finds a response to an existing ticket, it will add the contents of the email as a new note/comment to the ticket and if necessary change the ticket status and alert the customer support agent.
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