What we did:
We created an e-mail address for internal uses in Outlook, and support and info e-mails connected to UseDesk.Now:
The team receives messages on Usedesk and don't waste time on sorting the irrelevant ones. They work with them right away. It became easier to control the flow since the request status is always seen:
- open – time to answer,
- pending – we're waiting for additional information from the customer,
- on hold — waiting for information from another department or a partner.
- resolved — the question is answered.
The employees filter requests by status and priority and first of all answer to the open ones and the urgent ones. You can see all unsolved problems by filtering "on hold".