#Email Ticketing in SmarterTrack

SmarterTrack includes a flexbile, powerful and customizable ticketing platform that allows tickets to be submitted via email or the online portal while responses can be sent from anywhere there is a Web browser and an internet connection. In addition, it's possible to monitor the complete history of a helpdesk ticket and take total control of all related ticket communications, including emails, notes, tasks, phone call logs and associated live chats. Detailed reporting, interactive monitoring and flexible distribution methods mean that helpdesk ticket management is virtually effortless.

Simple, yet powerful, ticket distribution

With SmarterTrack's flexible distribution methods, managers can control an agent's workflow without having to set up a number of complicated routing rules. Tickets can either be "cherry picked" as they come in or distributed to agents based on their current workload. In addition, agents with less experience or agents in training can receive a limited number of new tickets while more experienced agents get more. It's very easy to create a distribution plan that ensures that issues and questions are received quickly and responses delivered accurately and efficiently.

See possible resolutions prior to ticket submission

When customers submit support tickets through the helpdesk portal, relevant knowledge base articles, community posts and other resources can be displayed inline to the customer prior to the ticket actually being submitted. These self-service resources deliver potential answers to customers before the support ticket is actually sent to an agent. This can save you time and money by helping the customer find the answers to their questions before an agent ever receives it.

Ticket interaction from a variety of sources

Customers can submit and manage support tickets either through the helpdesk portal or using any mobile or desktop email client. In addition, agents have the flexibility of responding to helpdesk tickets either from the management interface, through email using their desktop or mobile clients, or both.

Work on support tickets while on-the-go