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
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1. Name
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2. Email
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3. Request
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4. Details
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5. Attachment
Screening
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1. Assignee
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2. Created at
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3. Priority
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4. Query type
- Information email
- Direct question/request
- Question/request with dependencies on external team
Direct action/response
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1. Email subject
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2. Response
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3. Attachment
Dependency queries
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1. External team's email
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2. Email subject
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3. Note to external team
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4. Attachment
QC approval
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1. Quality Control's review
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2. Approval
- Approved
- Not approved
Send direct response
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1. Is this request solved/done?
- Yes
- No
Send action/response to external team
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1. Is this request solved/done?
- Yes
- No