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.

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  • 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

Archive

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