Help Desk Software Resources

The worst part about someone leaving a company, is not knowing what conversations they're working on and feeling like there is a black hole within your team. With Front, when someone leaves your organization all the messages that are assigned to them, from a team inbox, will automatically be unassigned. Your team will retain all the work this individual has contributed to the team inbox. If the individual had an individual inbox added to Front, that history will not be made available to the team as it is a private inbox.

If you're reading this, you're probably looking for a better way, a more automatic way, to get insights about your emails and what they are about. You can use a combination of Rules, Canned Responses, and Tags to do just that: Step 1: Think about what you want to learn Before you start creating these new tags and rules, stop and think about what you want to learn. What are the categories and topics that you want to track? Step 2: Create Tags Create tags for each of these categories. Step 2b: Create Canned Responses (optional) Create canned responses you want your team to use when handling frequently asked questions. Step 3: Create Rules You can create rules based on keywords and automatically tag those conversations - Template: If your team is leveraging canned responses as responses, you can actually create a rule that does a type of action based on the canned response used. For instance, you can create a rule template where the When is based on an outbound trigger and you then copy and paste two unique sentences from your canned response into the IF condition. This will allow you to automatically classify the conversations based on the content your team is writing.

Yes! We proudly offer HIPAA-compliant chat options on all SnapEngage plans. This optional upgrade includes third-party certification and security audit logs. Please contact us for additional details.