My Inbox

Each QueWeb user automatically receives My Inbox, which contains all incoming communications: emails, alerts from other users, notifications, and escalations from the system. Unlike most other CRM systems which offer "Outlook integration" in QueWeb you enjoy direct integration with email, instead of a 3-rd party software. Because QueWeb server is integrated with the email server (MS Exchange or any other IMAP or POP compatibles), you can see your email in your email client Outlook) and QueWeb. In QueWeb however, you will see the email, Customer who sent it, thread of email Interactions on the same Subject, Tickets and Defects, all initiated from the same email. This way, you have a complete view of a every email and what actions were taken to address the issue.

Email Management

QueWeb Administrators can set up Accounts to monitor incoming email to your organization. For example, [email protected], [email protected] emails that are monitored by QueWeb. Once email is received by QueWeb, it can leave a copy on the server ensuring you can get it through the email client also. Once the email is read by the QueWeb it will go through the Spam Filtering, Routing Rules and will be delivered into Inboxes of the designated personnel or workgroups. At the same time, QueWeb Routing Rules will create a new Interaction while recognizing the Customer or automatically creating a new Customer record. The Customer will receive a detailed Auto Reply with information about his email: acknowledging receipt of the email, indicating ETA of the resolution and even listing your employees that were assigned or started working on this issue right away. Ticket Assignments are then calculated based on the timezone, SLA compliance and employee skills and availability.