What's new in Polar Help Desk 5.0.98
May 24, 2010
- Integrate with multiple email accounts:
- Emails are automatically downloaded to the help desk and replies are sent when an incident is saved. You can set different email accounts for different teams. Each account can have its own settings and email automation mode.
- Automate email-to-incident conversion:
- Choose between different modes of email automation for each email account: you can leave emails in the email list or convert them automatically to incidents; additionally, you can choose to automatically create a contact if the email address is not in the help desk database.
- Fine-tune email notifications:
- Choose different notification rules for different teams, send emails automatically to multiple email addresses, choose who gets notified on each status change, priority change, conversation change and newly opened incidents.
- Customize email templates:
- Email templates can be customized using simple scripting language. You can fine-tune email templates for different teams and different events.
- Manage email flow:
- Each incident contains complete conversation between the contact who reported it and the assigned user. Incident status changes from waiting to new as soon as the contact replies. Incidents can be sorted and filtered by status, priority, a contact who reported an incident, a user assigned to an incident, a team and an account - any data an incident contains. You can use advanced filters and save your own filters.