Helpdesk | Tracking received emails


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

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


  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

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


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