The CRM & Helpdesk will help you provide better customer service. It brings all your customer interactions into one place, so you'll have an overview of every interaction. It's tightly integrated with email, so your customers can use email to talk with you, but every email appears as a ticket in Planio.
Sign into your Planio account and create a project for customer support.
We recommend that you create a project just for customer support. If you provide support in several languages, it's best to create a separate project for each language.
Go to Apps tab and install the CRM & Helpdesk app if it isn’t already installed.
Once the CRM & Helpdesk App is installed, we need to set up the support email address.
Go to the Setting tab, and click on CRM & Helpdesk.
You can specify your support email address for the project here. It can be any email you own. For example, at Planio we use support@plan.io.
Now, you’ll have to set up email forwarding for this address. Any emails sent to the address in this box need to forward to the unique Planio dropbox email address.
Here are links to tutorials on how to do this for Google Apps and some of the big domain registrars such as Godaddy or ENOM below:
It can take a few minutes once you’ve set up the email forwarding before it will be active.
Now, you can send a test email to the support email, and it will show up as an issue in the support project. You can see the issue by clicking on the Issues tab. The subject line is set as the subject and the body of the email is set as the description.
If you use an email address that isn’t registered in Planio, that email address will be added as a new customer in the Customers tab, so you’ll be able to track all correspondence with that person. This means you can manage all customer relations from within Planio automatically.
Planio also sends an automatic email confirming receipt of the email to the customer.
Click edit and scroll down to the notes section. Select the customer notes option, and write your email.
Here’s the cool thing about planio: you don’t have to write Hi John or conclude the email. Those parts are automatically included via header and footer templates. We’ll see how we can update them later on.
That means you can just concentrate on finding them a solution.
OK, so hit send.
Create custom headers, footers and autoreply templates
h2. Create an FAQ so Customers can find answers to their most common questions