Features Info Presale

Well that sounds great! Lovely to hear that:) We will try our best and otherwise we will contact you again.

Best regards and thank you ever so much for your time and effort
Marco Leder

We have one last question:

The dependant fields are saved somewhere right? Probably in a table I guess. Would it be possible to access that table and to feed it with data? So basically we would like to import all the machines to the table of dependant fields that we don’t have to type in 16’000 datapoints mannually ??

Best regards
Marco Leder

Additionally, the clients have a login right? Would it be possible to adjust the inputfields for each login respectively? So our clients wouldn’t see the machine numbers of our other clients ??

Best regards
Marco Leder

Dear Awesome Support

I’m mentally dissolved right now due to a big problem we just encountered. Turns out that our Servicedepartment has some serious issues regarding their clients. I was told a couple of minutes ago that most of the clients in need of support DON’T write to our support mail but rather to our agents directly. So basically all the Emails are spread across on different accounts and oh my god this makes things so complicated!

You see – we really need a new type of support, way better than this confusing email system we have right now…

We’re surely not able to have the workemail of our employees in the system because then also emails between our agents would be in the awesome support inbox as well. The same problem occurs with forwarding all emails to our service email. On top of that it is almost impossible to tell all our clients to write to our service adress, because not everybody is used to it and of course this is also our fault, since we replied with our work emails, so they just pressed answer and therefore the email didn’t came back to the service email.

Now the only solution we see is if someone gets such an email on their work email rather than the service email, that they forward it to the service email adress which is connected to awesomne support. Now my question is, does this work? Will the system be able to extract information such as subject, EMAIL (adress of the client!) and content in the right way?

Best regards
Marco Leder
Best regards

Hi @minzpie,

Yes, it is possible to import the data points via the table using a programmatic process. In doing that, you will need to define the source and destination relations between the fields in the two systems. It is most helpful if you have a programmer, or a DBA manage that transfer. (We can also help you too)

For adjusting the input fields of for each login: based on how you described it, that may need some customization (if you mean that the ticket submit form will have different field values depending on the person who has logged in)

For the issue you described with many different agents getting the email support requests directly to their email address. There are some different way to handle it:
1) Auto-replies from each agent with general support mailbox instructions set up in each agent’s emailbox
2) Each agent can set up a ticket manually for each thread, and then continue the thread through the support system (a little bit of extra work, but will have a better customer experience long term)

The above process options are better than having the agent forward the email to the support system: this is because the support system will see the sender as the agent instead of the client. (It would be more complex to have the support system parse the email thread that is forwarded in order to determine who the ticket should be set up for)