Beetil

Over the last few months we’ve received and responded to feedback around the emails Beetil sends out to internal users as well as (and more importantly) to customers. Thus we’ve tweaked our email format, to make communication via email clearer, easier, and more friendly to your customers.

Key features:

• Beetil branding has been removed
• The most recent discussion now comes first, other updates (such as priority and assigned user changes) now come afterwards.
• All emails now feature the “goodie” fields. (Status, Priority, Assigned User, Who else was notified and who’s on the watchlist)
• Emails also now include the last comment at the bottom.
• The email subject is now a lot more useful, and the beetil title is truncated so those using blackberries can see it all on their small screens

We’ve also focussed on the quality of the emails when they’re being sent to customers, main features here include:

• Customizable “From” address (i.e. for emails can be sent from “YourAccount Support”)
• Customizable Footer, the perfect place to insert your support hours and additional contact details!
• Customizable auto-response for when customers log incidents via email
• Beetil specific information (Status, Assigned User, other beetil-jargon) is hidden until the customer activates their account.

There’s also new section in the admin section for the customer portal for email settings, see screenshot.

• The first two fields form the sender of customer portal emails, in this case our emails come from “YouDo Support <support@youdo.co.nz>”
• We’ve also opted to send customers who log incidents via email an automated response.
• The second checkbox means that the person sending the email will be created as a customer if they don’t already exist in your customer database.
• The last two fields are customizable fields for your automatic response which sent on incident creation, and footer which is appended to all outgoing emails to customers.

With all that set up, here’s an example of an auto-response a customer will get when they log an incident via email.

Something we’ve seen and assisted many users with setting up, is trying to get support@yourdomain.com logging incidents via email.

Here’s a quick how-to set up support@yourdomain.com with Beetil:

• Create an email account support@yourdomain.com
• Create a group in Beetil with the email address support@yourdomain.com
• Create an auto-forward on support@yourdomain to automatically send emails to your-service@the-groups-email-integration-key.youraccount.beetil.com
• Test this by sending an email to support@yourdomain.com, and it should appear in Beetil, under the specified service within a few minutes.
• As this email was auto-forwarded, Beetil will attempt to find the customer based on the sender’s email address, and will at this point create the customer if they don’t already exist if you have that particular setting turned on.

If you’re a beetil user enjoy the new and improved emails! If you’re an admin or potential new beetil account holder be sure to give the customizable emails a go.

If you run into any difficulties or spot anything odd at all, then please do jump into the Campfire, or drop us a line at support@beetil.com.

Tags: email

This entry was posted on Wednesday, April 7th, 2010 at 11:38 pm and is filed under Email Integration, New Features, Usability. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.