Use software like SendBoard to manage a shared email address
Use software like SendBoard to manage a shared email address

Email support is the most fundamental channel of customer service for most businesses today. Ensuring that all requests are addressed efficiently and effectively can become a seriously formidable task.

And it’s not just a problem for big businesses with thousands of customers. Any team of people who regularly deal with incoming email requests, internal or external to their organisation, can benefit from using email help desk software. Help desk software can be used to help coordinate IT support tickets, respond to finance and admin emails, manage sales emails, organise job applications and more.

What is an email help desk?

According to Techopedia, a help desk solution enables help desk operators to keep track of user requests using a unique identifier, easily find solutions to common queries, prioritise tasks, and more. Email help desks are normally linked up to a shared email address like Customers are encouraged to use this shared email address rather than sending emails directly to an individual staff email address. …

Image for post
Image for post
Photo by Ashkan Forouzani on Unsplash

A real enemy of our time, stress level, and productivity is the number of different applications we use, and the constant back-and-forth that using them requires.

A study from Pegasystems reveals that the average worker switched applications 1,100 times in a day, going between as many as 35 different applications. And not surprisingly, those using 30 different applications or more, have a 28% high error rate than those using fewer programs.

What is Trello?

Trello is an online collaboration tool that makes it easy for teams to work together on projects in real time. It’s a lot like a board with digital sticky notes, where each note has the option of adding images, attachments, checklists and more. …

Effective collaboration and timely communication are especially critical at this time. SendBoard is stepping up to help.

Image for post
Image for post
Background photo by Evgeni Tcherkasski on Unsplash

The impact of the Coronavirus (COVID-19) is being felt across the world. But in the midst of the crisis, it has been inspiring to see teams in different industries step up to provide a response. At SendBoard, we’ve identified an opportunity to help out, by providing our helpdesk software for free to teams who are involved in a response to the outbreak.

SendBoard can help teams respond

We realise that effective collaboration and timely communication are especially critical at this time. And teams are looking for quick wins to technology challenges with solutions that are flexible and easy-to-use. Email helpdesk software brings email communication into a central ‘hub’ where team members can organise incoming emails, collaborate around work to be done, and respond via email.

Sendboard works as a Power-Up within Trello - a tool that over a Million teams around the world already use to collaborate and get work done. Getting an email helpdesk set up in Trello is quick and easy. …

How you allocate work can have a huge impact on your culture and the effectiveness of your team.

Image for post
Image for post

There’s been a big shift in knowledge work from a ‘Push’ to a ‘Pull’ model of task assignment. And most modern project management or collaboration tools now provide some form of automation for assigning tasks. So if you’re still manually assigning tasks to your team members, you’re missing a trick.

I love Trello. I’ve been using it for 9 years to collaborate around software development, marketing, sales, finance and customer support. And through my involvement in building SendBoard for Trello, I’ve been exposed to a lot of other teams using Trello for their email helpdesk or email workflows.

But although there are some tips below that relate specifically to Trello, the basic ideas can be applied to most modern task management software.

Here are three different approaches to task assignment. …

Use Butler to magically assign incoming cards to teammates in Trello.

Image for post
Image for post

Deciding which team members should be assigned to new work is not always easy. This is especially true in two common scenarios.

  • Everyone wants to take on the new work. e.g. A sales lead that could result in commission.
  • Nobody wants to take on the new work. e.g. Fixing a bug or dealing with an urgent support case.

These challenges often arise when work is created from incoming email. So if you’ve used SendBoard to set up an Email Helpdesk in Trello, you might be struggling with this issue today.

Fortunately, there’s a solution to this exact problem. When there’s a risk of seeming unfair, the assignment of work can be left up to an algorithm. …

And how it’s changing the way we work

Image for post
Image for post

People still send emails.

Although millions of teams use tools like Trello, Basecamp, or Asana to collaborate and get work done, work often starts and ends with a plain old email.

And dealing with email can be challenging, especially for teams with shared email addresses like support@, sales@ and accounts@. Using Gmail or Outlook to collaborate and respond can get messy (Ugh!).

Larger teams might use email helpdesk software like Zendesk or Freshdesk, but these tools are all about email. …


Mark Fowles

Web & Mobile tech enthusiast. Designer, thinker & wearer of many hats.

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store