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Revolutionize IT Support with the Ultimate Salesforce IT Ticketing System

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Email to Case: Ultimate Edition offers a revolutionary IT support software solution within Salesforce, specifically designed to streamline IT ticketing and support request management. By leveraging AI-powered automation, real-time triage, and optimized workflows, IT support and helpdesk teams can transform their operations, ensuring efficient case handling and improved response times.


  • IT Support Specialist/Engineer: Manages incoming IT support requests and technical issues, benefits from automated case creation and prioritization.
  • Technical Support Manager: Oversees IT support operations, uses data-driven insights for resource allocation and SLA monitoring.
  • System Administrator: Configures and maintains Salesforce IT ticketing systems, ensures seamless integration with email platforms.
  • Chief Technology Officer: Focuses on strategic IT initiatives and improvements in support efficiency and customer satisfaction.

Problem Statement

An Influx of IT Support Requests

IT support teams utilizing Salesforce often grapple with the challenges of efficiently managing an influx of IT support requests. These challenges include prolonged response times due to delayed case or support request creation, inaccuracies in the prioritization of critical IT incidents, and the inability to adequately address and analyze customer sentiments in communications.

These teams face difficulties in maintaining compliance with Service Level Agreements (SLAs), leading to potential breaches and customer dissatisfaction. The inefficiency in allocating resources optimally further exacerbates the situation, resulting in either overburdened staff or underutilized resources.

The absence of automated escalation mechanisms hinders the timely resolution of critical issues, impacting overall operational efficiency and effectiveness.


The Salesforce IT Ticketing System

Email to Case: Ultimate Edition, acting as an advanced Salesforce IT ticketing system, directly addresses these issues through its comprehensive suite of AI-powered functionalities. By automating the creation and triage of support requests, the system ensures rapid response to incoming queries, whether they are logged as Cases, Work Orders, or custom objects like Support Requests (SRs).

Its dynamic prioritization mechanism intelligently categorizes and ranks incidents based on urgency and impact, ensuring high-priority issues receive immediate attention. The solution’s sentiment analysis feature allows IT support teams to gauge the tone and urgency of requests, facilitating more personalized and effective communication. Real-time notifications and proactive SLA monitoring enable teams to stay ahead of potential breaches, ensuring commitments to service quality are upheld. Custom plug-in actions and dynamic case assignment further optimize the allocation of resources, ensuring the right specialist is assigned to the right ticket at the right time, thereby enhancing operational efficiency and customer satisfaction in IT support scenarios.


Revolutionized IT Support Software

  • Enhanced Response Efficiency: Quicker resolution of IT support requests, leading to higher customer and employee satisfaction.
  • Operational Excellence: Streamlined workflows and better resource allocation improve the overall efficiency of IT support teams.
  • SLA Compliance: Automated monitoring and alerts help maintain SLA commitments, enhancing trust and reliability in IT services.


For IT support and helpdesk teams using Salesforce, Email to Case: Ultimate Edition presents a transformative solution. It not only streamlines the management of support requests but also ensures that every case is handled with the utmost efficiency and care, leading to improved service quality and customer satisfaction.
How to achieve workforce effectiveness
Email to Case: Ultimate Edition is available on a FREE 30-day trial. This includes the complete working product with all features enabled. Apply for your trial or set up a demo/discovery call now.


From $21 per user per month

Assign any work item to the best available Salesforce user via intelligent rules and dynamic Plug-in Actions


From $19 per user per month

Effortlessly manage emails in Salesforce. Send to distribution lists, capture replies. Auto-create, auto-update 

Ortoo enables teams to effectively work towards organizational goals with intelligent solutions that allow them to focus on the tasks that really matter.

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