One of the most efficient ways to log a call is to get the user to log it for you by email! By using the Auto Ticket Generator in HEAT, once the email is received it is automatically assigned a new call ticket number and the text in the email is copied into the call ticket. This is then emailed back, again automatically, to the person who has logged the call.

All this is done without the support desk technicians getting involved, saving valuable time.

A user who has a problem sends an email to the support desk

The email is then received by the ATG which creates a call in HEAT

The user automatically receives an email back confirming the call has been logged