Managing thousands, even hundreds, of emails a day in a normal email client is almost impossible. Keeping track of customer conversations, outstanding emails and effectively managing your daily activities in relation to your customer communications can be immensely difficult.

PerlDesk vs an Email Client

An email client will suffice for handling your incoming and outgoing emails, but to effectively handle volume an email client will not offer the same features that a help desk product such as PerlDesk can offer. Some of these features include automatic assignment of emails to department queues, shared email access for your team, threaded discussion, private and public responses. You also have a lot more options in relation to single emails (or tickets) you can mark them as Resolved, Assign them Internally to other staff members, or escalate an issue to another member of staff or department. There is no forwarding emails and email getting ‘lost’ in your internal network.

How PerlDesk Can Improve Your Email Efficiency

All of the features detailed above are there to help you to increase your email efficiency and to better serve your customers. Here are some of the many outstanding features PerlDesk can offer that differentiate it from an everyday e-mail client:

• Assign emails to departments. You can create rules that automatically forward an incoming e-mail to the right department. So, if you have received an e-mail with a pre-sales question, there is no need to bother your technicians with it.
• Assign emails to specific staff members or technicians. This allows you to assign particular incidents to specified employees, thus improving your internal organization and providing for faster response times.
• Easily view the history of a single incident. No matter how many emails have been exchanged in order to resolve it, all the correspondence is kept into one PerlDesk ticket.
• Respond and update the status/priority of emails. When you receive an email, you can set the priority of that email (ticket) within PerlDesk allowing your staff to effectively view which emails are urgent. You can also update the status of an e-mail, so that both your staff and the customer know how things are going – is the issue still open, is somebody working on it, or is it already solved.
• Ban IP adresses and users. PerlDesk allows you to ban particular IP addresses and/or allow emails only from registered users, thus significantly decreasing the amount of spam that makes its way to you.

PerlDesk has many other features in addition to the ones listed here and if you want to get a more in-depth idea of its email features, please have a look at the demo.

You can also test the email handling features of the demo by sending an email to perldesk@logicdemo.com, all of the automated correspondence can be disabled and customized.