Companies' preferred channel for customer support is email. However, email clients are not designed to provide support. The majority of them make essential support activities such as tracking, organising, prioritising, and assigning emails difficult and time-consuming, resulting in poor support performance.
As a result, an increasing number of businesses are turning to helpdesks to handle customer inquiries. They can consolidate all of their customer conversations by integrating their support email (and other channels) into a single helpdesk.
The process of converting support emails into helpdesk tickets is known as email ticketing. Support emails, like tickets, can be assigned to agents, prioritised, and assigned a status. They are easily trackable, and support teams never have to worry about important emails falling through the cracks.
