Tigerpaw Announces New Email Connector
The company aims to bridge the gap between support requests and effectively servicing customers.
Bellevue, Neb.-based Tigerpaw Software, Inc., a developer of business automation and service management software, announced the release of its new Email Connector designed to bridge the gap between email support and effectively servicing customers.
The Email Connector monitors an Exchange folder or PO3 account looking for new customer emails or MSP system automated email alerts. When it finds one, it creates a service ticket automatically if the customer can be uniquely identified, or it adds the email to a queue that appears on the Tigerpaw Dispatch Board. In addition, when a customer sends an email regarding an existing service order, the information is automatically attached to the service order. New workflow events are activated to ensure that someone is always aware of the new tickets or email requests so nothing slips through the cracks.
“Responding to the dozens (or hundreds) of support email requests that come into your organization poses a number of challenges,” says James Foxall, vice president of Tigerpaw Software. “First and foremost is that someone must be responsible for monitoring the incoming emails. If they get busy, it might be days before the email account is checked, causing delays in responding to your customers and increased workload as you attempt to serve a larger number of requests at once.
“There is also a challenge in tracking the email threads of discussion that take place between your technicians and your customers,” Foxall continues. “The Tigerpaw Email Connector solves these problems and takes your customer service to the next level.”
Features include:
- Service orders are automatically created for incoming emails when the sender can be identified.
- Full email discussion threads are maintained in service order notes.
- Incoming attachments from email requests turned into service orders are saved to a shared folder and attached to the service order in Tigerpaw.
- New workflow events let you know when a service order has been automatically created from an email, when an email for support has been received but the sender isn’t known, and when a service order has been updated by a customer reply email.
Tigerpaw says that its new Email Connector increases customer satisfaction, reduces response time, improves the quality and efficiency of your customer service department, and saves time.
