What had been done:
we created a box for internal mail in Outlook, and the support and info boxes were connected to Usedesk.After:
only questions about the case are sent to Usedesk; the team does not waste time on garbage collection but immediately sees what to work with. Controlling the flow has become more comfortable because the request's status is directly visible:
- open - means it's time to answer;
- pending - we are waiting for additional information from the client;
- on hold - check on our side with another department or partner;
- completed - the issue is resolved. Based on status and priority, employees filter requests and respond to open and urgent requests first.
All unresolved problems are visible in the On Hold query filter.