Help Desk Software For Turning Email Into Trouble Tickets

BridgeReceive is an enhanced feature available in BridgeTrak ! Save time and money by uniting the power of email communications with the BridgeTrak Issue Tracking System!

Communicating via email saves time and reduces phone costs. BridgeMail maximizes the power of email by converting email from your Customers into BridgeTrak issues and appending those issues. BridgeMail will just as easily send a response back to the Customer letting them know that their email has been received and that an Issue ticket has been opened for them.

Set BridgeMail to receive email from a designated email account. Because BridgeMail runs as a "set and forget" service, it will run silently in the background checking for new email. BridgeMail is compatible with any mail system that supports the POP3 protocol for incoming email. A single installation of BridgeMail will provide the email receive functionality needed for transferring email data into issues for your entire help desk.

Define how BridgeMail handles incoming email. Select from flexible filtering options:

• Automatically convert all email into issues.
• Filter by domain name. Permit only email from recognized domains stored in your BridgeTrak database to become issues.
• Filter by recognized email addresses. Only email from corresponding to addresses stored in your BridgeTrak database can become issues.
• Allow for manual review of all incoming email before turning email into issues by retaining all email in a holding queue.

BridgeMail (formerly BridgeReceive) has been substantially redesigned to accept email from both the customer and the help desk agent, and then route that email to everyone who wishes to be included on correspondence related to the issue. For example, a help desk agent could send an email about a particular issue to BridgeMail. BridgeMail will then communicate that to the customer and anyone else who has "subscribed" to that issue, and will also write an audit trail of all email correspondence. This ensures emails do not bypass BridgeTrak or fail to get logged as part of the issue. It also allows all levels of management to stay informed on critical issues.

A new plug-in for Outlook allows you to click a button on your Outlook toolbar and create an issue in BridgeTrak from that email. This is a useful tool when customers send an email directly to an individual rather than to the address being monitored by BridgeMail.

The following chart shows how email data is populated in various fields and tabs in an issue ticket.