Handle e-mail inquiries in Zylinc Service Center

This describes how you handle inquiries from e-mail queues. If you want information about how to send an e-mail or SMS text message to a colleague from Service Center, see Send a message to somebody instead.

If an e-mail queue exists, you can answer e-mail inquiries in Service Center.

If you use Service Center in manual mode, e-mail inquiries will appear in your Service Center window's Incoming inquiries overview. When you select an e-mail inquiry and click Answer, the call will move to your Active inquiries overview.

The oldest inquiry is selected by default, so all you need to do is click Answer. You only need to manually select an inquiry if you wish to answer a different one.

If you use Service Center in automatic mode, the e-mail inquiry will go directly to your Active inquiries overview, and all you need to do is click Answer.

When you answer an e-mail inquiry, a separate e-mail window opens.

Quick tour of an incoming e-mail inquiry

If you organization has defined standard messages (such as Thanks for getting in touch), you can insert such messages from the right part of the e-mail window.

Select a standard message, and then click the Insert button. Alternatively, double-click the message to insert it.

If there a many standard messages, use the search filter above the list of standard messages to find the one that you want.

You can transfer an e-mail inquiry to another agent, who's able to handle e-mail inquiries, or to an e-mail queue.

In the bottom right part of the e-mail window, select the required agent or queue, and click Transfer.

I can also forward an e-mail. What's the difference?ClosedWhen you transfer an e-mail inquiry, you pass it on through Service Center, so that another agent or queue can handle it. When you forward an e-mail inquiry, it's forwarded through the e-mail system, outside of Service Center.

Some e-mail inquiries don't require a reply. When that's the case, you can finish the inquiry this way:

  1. Click the Close Email... button.

  2. Select a reason.

  3. Click Finish.

Unfortunately, some e-mail inquiries may be junk e-mail. When that's the case, you can mark them as spam:

  1. Click the Mark as Spam... button.

  2. Select a reason.

  3. Click Finish.

When you mark an e-mail as spam, the e-mail is placed in a Service Center spam folder. However, the fact that you have marked an e-mail as spam in Service Center will not prevent future e-mails from the sender in question. If you want the sender to be blocked, you should talk with the people in charge of your organization's e-mail system.

If you don't have time to deal with an e-mail inquiry, or if you need to do some research before you answer the inquiry, you can postpone it:

  1. Click the Postpone... button.

  2. Select a postponement duration, for example 20 minutes or until a particular time that you specify yourself.

  3. Click Finish.

Service Center will try to make sure that you get the postponed e-mail inquiry again later, but if you're not available, the e-mail that you've postponed may go to another agent.