Infrasoft

With an E-mail Client the technicians will be able to send and receive e-mails in Service Desk. All e-mails will automatically be journalised on the system which gives a survey of the communication relating a given case.

To every case in the system there will exist an E-mail Client with its own inbox, outbox and sent messages. This makes it easy for the support organisation to survey the communication that has been exchanged between the user, the customer, the colleagues and the distributer.

In connection with specific incidents in Service Desk Nilex will be able to send out one or more e-mails to the end-user, the informant and the technician. It is up to the customer to decide what kind of e-mail flow the will use regarding case management.

Furthermore there exists a lot of other mail triggers regarding shifts in groups, SLA escalation, OLA breaches, SLA dead line expiration etc.

With Nilex Mail Service you get an integrated E-mail Client in the Service Desk system similar with Outlook. To make it easy to create an overview of the communication regarding a specific case all incoming and outgoing e-mails are journalised automatically to the existing cases.
 

It is possible to make some e-mail templates in advance and use these in connection with case management. Templates ensure homogeneity in the communication between the Service Desk and the customers which can save the supporter a lot of time.
 

Nilex mail service works with all mail systems which are using standard mail protocol such as POP3, IMAPI and Exchange Web Services (EWS). Exchange 2007/2010 and Notes mail systems are the most known systems that Nilex is integrating with.