Helpdesk | Tracking received emails

Template

Every received e-mail will create a new ticket/card in the pipe that can be reviewed, funneled by an information type of query, and tracked until the response is sent out and the demand is closed.

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Template structure

See how this template is structured. As this is just an example, you can customize it.

Start form

1. Name
2. Email
3. Request
4. Details
5. Attachment

Screening

1. Assignee
2. Created at
3. Priority
4. Query type
- Information email
- Direct question/request
- Question/request with dependencies on external team

Direct action/response

1. Email subject
2. Response
3. Attachment

Dependency queries

1. External team's email
2. Email subject
3. Note to external team
4. Attachment

QC approval

1. Quality Control's review
2. Approval
- Approved
- Not approved

Send direct response

1. Is this request solved/done?
- Yes
- No

Send action/response to external team

1. Is this request solved/done?
- Yes
- No

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