Resource Guarding

How We Use Onspring to Automate Ticket Processing

By Katie Wilcox

At Onspring, we “eat our own dog food.” We run almost every business function through our own platform, including product management, marketing, QA and customer support. By using our own product daily and approaching it through the lens of a client, we have a great opportunity to develop new ideas and consider improvements to the user experience. Just like our clients, we encounter plenty of opportunities to enhance a process or automate a function through the Onspring platform.

Some of our newer features—Automatic Content Creation and Email Integration—have completely changed the way we process our support tickets, saving us a ton of time and helping us ensure better data quality. Here’s how it works:

To start a support ticket, clients email our general support line: The email integration feature pulls the email content into our Onspring intranet, including:

  • To, From and CC (both name and email address)
  • Subject
  • Send Date
  • Body
  • Attachments

The Email Integration feature imports content and relates it to existing records in Onspring. For example, the From (Email) value is related to our Contacts app. This means that if the incoming email address matches the email address on a contact record, the email will be related to the contact automatically. The client’s name, company, phone number, location and email address are pulled over instantly. (And with no manual entry of this data, it’s a huge time saver for me as a support analyst.)

As the email message is added to the system, a support ticket is auto-generated. We have a few rules in place to control when we do and don’t want new records. For example, if the Subject contains “RE:,” we don’t want a new support ticket because it would be a duplicate.

The ticket description is copied from the email body, and we can add related tickets in a reference field. By default, I also add myself as the support ticket owner, along with some other default values, such as our latest release.

With these mechanisms in place, a support ticket is more than half complete before I even get into the system. This automation has saved me hours in the long run, and it allows me to focus on helping clients and solving problems, not on data entry.

Onspring’s Email Integration and Automatic Content Creation are two independently helpful features which become very powerful when combined. These features help me do my best work every day. When manual, repetitive tasks are handled for me, I can spend my time on work that matters: adding value to our client relationships.

How could you marry these two features to make your life easier?

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