Q: clients management
We have a support service for our clients, to whom we provide website maintenance services. They write to us by email. I see your system has a PIP-in email system. Does this mean they can write to our email address, and their request automatically creates a ticket?
If so, is there a way to recognize our clients? Let me explain: sometimes the same client writes from one email address and the next day writes from another email address to ask a different question. How do you handle this?
Thank you.
HiveSupport
Mar 27, 2025A: Yes! With Hive Support’s Email Piping system, your clients can send emails to your support email address, and their requests will automatically be converted into tickets. This allows you to manage all support requests within Hive Support without requiring customers to log in.
Regarding recognizing clients, Hive Support identifies users based on their email addresses. If a client sends an email from multiple addresses, it will create separate user profiles for each address. However, we understand that customers might use different email accounts for support queries.
To handle this, we plan to introduce a feature that allows merging user profiles based on previous interactions and domain recognition. In the meantime, you can manually assign related tickets to the correct user or create a custom workflow to handle such cases.
Let us know if you need further details!
Best,
Hive Support Team