Vision Helpdesk V2.2.2 is released and now it supports Two Way Email Parsing.

What is Email Parsing?

User sends email to helpdesk and helpdesk email parser further parse this email and converts it in to a ticket. This process of converting email into helpdesk ticket is called as email parsing.

Vision Helpdesk offers two options for clients to open ticket (issue).

1. Client can open ticket using Vision Helpdesk client portal (i.e, web form)
2. Client can directly send email. In this case Vision Helpdesk email parser converts clients email in to ticket.

What is Two Way Email Parsing?

Previous version of Vision Helpdesk allowed clients to open ticket by sending email to support@yourcompany.com and this email used to get converted in to helpdesk ticket and Staff could reply to those tickets by login to Vision helpdesk Staff area..

Now with Two Way Parsing — Vision helpdesk sends email alerts to Staff email address whenever a client opens a new or updates existing ticket.  Further staff replies to alert message and this staff reply gets appended to ticket in Vision helpdesk.

What’s the big deal?

Two way parsing allows your support staff to reply to tickets via email too. Your staff is not required to login to Vision helpdesk in order to reply to tickets.

Best scenario of two way email parsing –

A company staff can have their email address configured on their mobile  phone – They can receive email alerts on their mobile and reply to those alert messages without actually log-in to web-based helpdesk.