The Problem
Though it is the goal of most customer service departments to get out from under the awkwardness of supporting customers via email, the customer/end-user is quite often resistant to logging into a help desk to seek support. To these people, email is familiar and easy. No matter that it is difficult to track email support requests. No matter that email can get lost. Supporting customers via email is not optimal.

The Solution
That is why we have added an email to ticketing feature within Dapper Desk. Now, your customers can send an email to your support email address and Dapper Desk will parse the email and turn it into a help desk ticket. The customer service rep or adminstrator can then login to the Help Desk to answer the ticket.

How It Works

1. The help desk administrator identifies a POP email address in Dapper Desk as the support email address. (Example: support@yourdomain.com)
2. The end user sends support requests to that email address (support@yourdomain.com)
3. The help desk checks for new emails every minute (or on a schedule set by you). If it finds an email address in the inbox of support@yourdomain.com, it downloads the email into Dapper Desk.
4. Dapper Desk then checks the email for verification to see if the customer is approved to send email or is a spammer.
5. If the email is verified, Dapper Desk turns it into a help desk ticket with a unique tracking number.
6. The help desk CSR (customer service rep) will then see the ticket whenever the login to view the ticket queue.
7. When the CSR replies to the ticket, and update is made in the help desk and the reply is sent to the customer's email address.
8. The customer can then reply back if he/she chooses, and the additional info in the new email will be added to the existing ticket.
9. As long as the customer keeps the ticket number in their email subject, the ticket in the help desk will be updated.