Request Tracking & Knowledge Base Supports Two Way Email Integration
ResearchPlus, the web based Research Request Tracking & Knowledge Management solution provided by EvolvePlus, now supports two way email integration.
ResearchPlus streamlines your organisation's request tracking by turning email conversations into organised request/helpdesk tickets.
Automatically Route Incoming Emails into Request Tickets
ResearchPlus creates request tickets from incoming emails on POP3 and IMAP servers, and routes to different library team members.
All the emails capture by the application either become new "request tickets" or replies to an existing request. Each request can then be managed, replied and included within reports.
Email Notifications and Using Outlook Email Client to Update Request Tickets
Both the originator of the request and the HelpDesk team are sent email notifications for all new requests and updates to existing requests.
The HelpDesk team don't even need to use the ResearchPlus web based application to respond to new requests - they can simply use Outlook or their favourite email client to respond to the request and ResearchPlus will record the conversation thread, notifying the originator and keeping track of the request status.
As you would expect we use ResearchPlus as our HelpDesk Portal for EvolvePlus!
You can visit https://helpdesk.evolveplus.com.au/ to see how we have implemented ResearchPlus as our Support platform, browse our knowledge base or use the "Submit a Ticket" feature to request more information on how the solution can work for your organisation.