Email Query Management System
To help manage email queries
Email Query Management System to help manage email queries. The emails received into an inbox and processed by the users. It integrated to the clients mailing system.It provides the interface for the users to interact with the emails. Auto assignment of ticket numbers to new email queries.
The application recognizes previous email queries by the presence of a ticket number in the subject. Such emails were directly sent to the correct user. New email queries are displayed to the team leader who could sort and assign it to the correct user. The team lead could also transfer tickets to other departments by forwarding the email. Users process email queries by replying to email queries and mark the ticket closed. The user can also request for more information and send an email. Such tickets will be in the pending queue until a reply comes. Managers and team leaders get reporting and tracking of main listing. Tickets have different statuses like are Pending, In Progress and Completed. The users try to move all the tickets into the completed queue by processing them. The ticket moves from the Pending queue to the In-Progress queue once a user starts processing.
Some of the key features:
» Help the team lead distribute emails among the team.
» Assign ticket number to each email query.
» Track email queries and the emails sent between the users and senders.
» Auto route replies to the correct user and build mail trail.
» Providing information on the current status of the system.
» MIS reports and charts