Basic operations in helpdesk
Creating a new client in inbox
If you happen to browse through posts in Inbox and you see, that you’ve received an email from a for...
How to send emails to multiple recipients and hide recipients' addresses?
It happens quite often, that you want to send the same email to a few people at the same time but yo...
How to send an email to a group of employees?
This feature is mostly recommended for internal communication. If you want to send emails to your co...
Sharing email threads with coworkers without access
Thanks to this feature you can easily share email threads with your coworkers and not care about the...
Transfering email addresses between To, CC and BCC fields while creating emails
Sometimes, by mistake, you’re putting an email address in the wrong field, eg. instead of CC field y...
How to add an internal comment in a single email thread
To add an internal comment to an email (i.e. for the purpose of redirecting the email to another tea...
How to get SMS notification when you receive an email
to enable SMS notification to alert the user through SMS about every incoming email on his mailbox, ...
Email tagging
In time, by tagging emails, you can get a clear insight into problems or topics, that shows up repea...
Email archive import - zipped .eml files
Maintaining continuity can be a challenge when you're transitioning between customer support systems...
Agent collision detection
Things can get messy when two people start working on the same thing without knowing about each othe...
E-mail templates (canned responses)
If you've ever worked customer support, you know that some questions just keep getting asked, no mat...
How to invite new users (co-workers) to your account
To add new users to your account, simply invite them by going to Settings > Users and click the butt...
Helpdesk basics
1. What is a helpdesk? Helpdesk is the part of your company which deals with customer’s issues and q...
How to set the period after which messages are displayed as 'delayed'
Sugester allows you to control time for responding to emails. This way your customers are more satis...