Handling an Influx of Help Desk Emails

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    Problem Statement

    You may have an influx of emails to your support centers due to the shift in employees working remotely.

     

    Solution

    An option to ensure your help desk remains productive is to leverage a “staging email” form.

    Allowing a help desk triage team to process these emails and only creating Incidents for valid requests.

     

    Benefits

    • No need to Monitor incoming email boxes
    • Added data goes to contained Staging form to be processed
    • Don’t flood current agents with possible spam or add to transaction data if not  needed
    • No  need to have users pre-registered to create email requests
    • Separate team monitoring staging form alleviates the burden on Support  Staff
    • Control influx and monitor requests
    • No  impact to existing workflow or process

    Approach 1Process -  using emailHigh-level stepsCustomer  agents will  monitor the staging  form to isolate and process

    • Create an incoming mailbox

    Configuring basic incoming mailbox properties - Documentation for Remedy Action Request System 20.02 - BMC Documentation

    • Create an email template

    Sending incoming email with user instructions - Documentation for Remedy Action Request System 20.02 - BMC Documentation

    • Send email to all user or publish to a website with instructions

    Template example

    • Import  def file (This needs to  be expanded for customer needs- contains basic information only )
    • Create  workflow for each scenario

             e.g Process- create Incident or work order

     

     


    Approach 2

    • Import  def file (This needs to  be expanded for customer needs- contains basic information only ) brand, etc and instructions
    • Publish form or piggyback  of  exiting webform  using web services or rest api  to  push to staging  form (Support Staging)

    Creating a basic web service - Documentation for Remedy Action Request System 20.02 - BMC Documentation

    • Hide all buttons apart  from Save
    • Data will  be submitted to  staging  form
    • Create workflow for each scenario and or  have agents process

     

    Strategic Process steps

    • In email  template or on website set  expectation on when a response will be received
    • Identify  resources that  can monitor Staging  form and process incoming cases
    • Classify  as many incoming cases as possible
    • An email will ONLY go  back  to the customer once WO/INC was created
    • Set up a process of dealing  with how to create cases from Staging  form
      • All workflow triggered from Staging Form
      • Classification drives  submission on Process  status or button
      • Add indexes if needed
      • Expand Classification if needed
      • Identify steps for each status
      • An option is to  also push staging  ID to  INC or WO
      • Create workflow that  brings back  INC/WO id to Staging  Form
      • Create a temp Id that  can be processed for Customer  information  with an email address as override

     

    Remedy ITSM Remedy AR System CMDB Digital Workplace