With multiple questions from different customers sent via several different channels, it can be difficult to keep track of everything. Herodesk has a number of different tools that help you organize your customer service. Most importantly, ensure that all your customers get a reply from you every time.


Use Shared Inboxes to organise conversations

Create multiple shared inboxes to group conversations in a way that works for your organization. Examples are to group by:

  • Team (sales, support, billing, etc.)
  • Country/Language
  • Brand
Or a mix of them all.

Every inbox has its own configurable sender names, signatures and other settings, which enables you to use them and Herodesk in a way that matches your organization.

If a conversation lands in the wrong inbox, you can easily move it to the right one.

All conversations are grouped by contact

The first time a customer is writing to you, he/she is created as a new “Contact” in Herodesk. All future messages from this person, regardless of which channel they contact you through, are associated with this contact.

This makes it easy to get an overview of all past and ongoing conversations with a given customer.

If someone has multiple e-mail addresses, you can merge the two contact entities into one, to have it all collected on the same contact card.

Conversation Status shows who’s waiting

Every conversation has one of three available statuses at all times:

  • Pending: The contact is waiting for you to reply
  • Open: You are waiting for the contact to reply back to you
  • Closed: The conversation is closed, and no further action is expected

Every time a contact replies to an open conversation, the status is automatically changed to Pending. If a contact sends a new reply to a closed conversation, it is simply re-opened and set as Pending.

Keep your inbox clean and block spammers

It happens from time to time that a spam message manages to find its way around the spam filters.

When it does, simply mark the conversation as “SPAM”. That will cause three things to happen:

  1. The conversation is removed from your inbox and won’t be accessible anymore
  2. Our spam filters are trained on the content to try to catch similar in the future
  3. The contact is blocked from sending more messages to you
  4. You can always unblock a blocked contact on his/her contact card.

Categorize conversations with tags

You can categorize conversations to match your business logic by applying tags to them. There’s no limit to how many tags you can create or how many can be applied to a single conversation.

Tagging conversations can help organize your work by using them with Smart Folders or give you insights into your workload by filtering for them when looking at Reports.

Smart Folders lets you intelligently sort conversations

Smart Folders are rule-based groupings of conversations. The rules for each smart folder, which determines whether a conversation should be put in that folder or not, can be based on the conversation tag, conversation subject, contact tag or contact e-mail address.

Examples are:

  • Returns: Create a “Return”-tag and add it to conversations when the customer wants to return something. Create a Smart folder that contains conversations that have the tag “Returns”
  • VIP: If some customers need special treatment, add a VIP-tag to those customers or add a folder rule to check if the Contact E-mail contains “@super-important-customer.com”
  • Follow-up: Not all tags have to remain forever. If you need to follow up with a group of customers whenever something happens (fx if a specific product gets back in stock), create a tag for the purpose, tag the conversations and have them easily available when you need to update the customers.

You can create simple or complex rule sets depending on what you need.

Use Shared Inboxes to organise conversations All conversations are grouped by contact Conversation Status shows who’s waiting Keep your inbox clean and block spammers Categorize conversations with tags Smart Folders lets you intelligently sort conversations