Great news!
We’ve just rolled out the latest update to Helpdesk Pilot, Version 4.4.5.
Aside from overall enhancements and better workflows, V 4.4.5 incorporates a number of new features, that are bound to add even more efficiency to your help desk operations, such as:
2 way email parsing
Till recently, help desk staff would need to access their relevant Admin/Staff Panels to view and respond to tickets.
With the latest release, your help desk staff can now respond to tickets directly by replying to the staff notifications they receive. Considering the increasing popularity of having emails pushed to a mobile device, such as Blackberry or iPhone, your help desk staff will now be able to reply to tickets while on the move.
You have to admit, that’s a pretty cool feature to have, right?
Multiple member participation
Often, a customer may CC multiple recipients in an email that he/she sends in to your help desk. A ticket would be created, identifying the Mail Sender as the Customer and all communication between your help desk and that particular customer would be appended to the ticket in Helpdesk Pilot.
However, responses sent in from any of the CC’d recipients would create new tickets.
Version 4.4.5 takes care of that by allowing multiple participants on a single ticket. As long as the ticket ID is present in the email’s subject field, Helpdesk Pilot will append responses from any of the recipients (in the CC/To field of the customer’s initial email) to the ticket.
If you’re making a purchase now, you’ll be shipped the latest release.
Existing customers can download the upgrade by accessing their accounts on the Priority Support Portal. (Please check your inbox for an email from The Helpdesk Pilot Team with details on how to upgrade your current installation)
Tags: 2 way email parsing, blog, Development News, helpdesk, Helpdesk Pilot, support