Transitioning Multiple Emails to the Desk.com Mail Platform

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Overview

Do you receive support issues from multiple emails? Do your agents use their personal email addresses to handle support tickets? Is this too confusing or causing too much trouble for your customer service team?
 
For purposes of scalability, simplicity, and transparency, having one email system for your entire team is a highly recommended practice for any customer support platform.  And if you're using Desk.com, well, today's your lucky day!

Here, we'll show you how to transition from a messy multi-email system into a unified email platform using Desk.com. We'll have you up and running in just a few simple steps.
 

Setting a Go-Live Date 

With something as sensitive as email consolidation, we recommend implementing a strict go-live date. From that date going forward, every agent will only use Desk.com's email platform to field support issues.
 

Notify Your Customers

Once the support team has been notified, it’s time to tell your customers. Your agents can notify customers in two ways: personalized messages or auto acknowledgements. With each email interaction, your agents can alert your customers of the forthcoming transition. For more efficient automation, your agents can also create auto acknowledgements for their personal emails. Within any email client such as Gmail, Outlook, or Yahoo Mail, you can create and configure auto acknowledgments to reply to the customer whenever any inbound interaction occurs.

For example, you might use an auto-acknowledgement message like this:
 
Thank you for contacting us! We have received your issue, and will respond ASAP. We also have some upcoming changes we wanted to tell you about.
 
We are in the process of transitioning to a new email platform. As of January 29, this support email will no longer be functional. Be an early adopter! To use our shiny new system, email all your future queries to:  support@mycompany.com

We look forward to hearing from you!


 

Customize Your Outbound Mailboxes

Desk.com is a flexible system that allows you to personalize your Inbound and Outbound mailboxes. To transfer existing email cases into the new platform, you have two choices: forwarding or importing. Forwarding will forward all your old and existing email cases into your new support email address.
 
Note: When forwarding from personal emails, keep an eye out for sensitive personal emails that might flow into the general inbox!
 
On the other hand, importing goes directly through the email client; however, forwarding is recommended due to its simplicity and speed.
 
After importing your old cases, you can set up the new Desk.com mailboxes.
To customize your outbound mailbox, go to: 
Admin > Channels > Emails > Outbound Mailboxes > Add Mailbox


 
Here you can customize the email that your customer sees and replies to. For example, the From Name and From Email will be the public name and email address the customer sees. An optional setting is the Reply-To that determines which email the customer replies to. 
 

Case Routing

Once your mailboxes are set up, you can begin assigning specific issues to specific agents. For example, you can set rules that always assign issues from Company A to Agent A.

We can set this up in the Admin. Go to:
Admin > Issues > Rules > Inbound Interaction Rule > Add New Rule
 
The Inbound Interaction Rule will trigger whenever a new inbound interaction occurs. This will auto-assign emails from certain customers/companies to specific agents. In this example, we assign all inbound emails from customera@company.com to the agent, Eric Park. We will add an 'All' Condition of “Email Headers contains customera@company.com” and a Rule Action of “Set Issue Assigned Agent to Eric Park.” By creating this rule, all issues from Customer A will automatically be sent to the correct agent.
 

 

Agent Signatures

Each agent can personalize their own signature, which will be appended to the end of every email exchange with the customer. By using agent signatures, you can ensure the customer they are still receiving support from their preferred agent. An agent signature looks like this:


 
With all of these settings in place, your team should be ready to deliver awesome customer service!
 

Check out our Video Support Center:

Setting Up your Mailboxes in Desk.com