Help Desk Premier can monitor one or more POP3 or IMAP mailboxes and convert emails into tickets automatically. You can check the mailbox(es) manually or configure the software to check automatically at a pre-set interval.
Tickets can be automatically created or held in a queue for manual approval. In addition, each mailbox has its own set of custom rules.?Help Desk Premier uses these rules to set ticket fields according to your workflow, and you can set a different auto-responder for each mailbox independently.
For example, if you create a different email address for each product that you support, Help Desk Premier can use the email address to auto-assign tickets to the relevant team. The auto-responder can then reply automatically with a list of resources relating to that particular product.
Tickets can also be flagged to alert technicians to the fact they were automatically generated from an email.