Set up Your CRM & Helpdesk App in 8 minutes¶

The CRM & Helpdesk will help you provide better customer service. It brings all your customer interactions into one place, so you'll have an overview of every interaction. It's tightly integrated with email, so your customers can use email to talk with you, but every email appears as a ticket in Planio.

• Table of contents
• Set up Your CRM & Helpdesk App in 8 minutes
  • What can Planio’s CRM & Helpdesk do for you?
  • Setting up the CRM & Helpdesk in Planio
    • Set up a project just for support
    • Activate the CRM & Helpdesk App
    • Set up the support email address
  • Start replying to customer’s emails

What can Planio’s CRM & Helpdesk do for you?¶

1. You can work on customer questions at one central location, so your entire team can work together to give answers to customers’ questions.
2. You’ll be able to answer customers faster, thanks to templated responses to commonly asked questions, auto-replies and customized messaging context.
3. You can ensure that customers always get consistent answers to the same questions.
4. You can reduce the amount of support emails using FAQs
5. Customers will be happier because they’ll be able to track their questions.
6. Best of all, your support team can work with customers anywhere in the world.

Setting up the CRM & Helpdesk in Planio¶

Set up a project just for support¶

Sign into your Planio account and create a project for customer support.

We recommend that you create a project just for customer support. If you provide support in several languages, it's best to create a separate project for each language.

Activate the CRM & Helpdesk App¶

Go to apps in the navbar and install the CRM & Helpdesk app if it isn’t already installed.

Set up the support email address¶

Now, that it’s installed, we need to set up the support email address.

Go to the setting tab in the navbar, and click on CRM & Helpdesk.

You can specify your support email address for the project here. For example, I have support@tommycarney.com

Now, you’ll have to set-up email forwarding to the planio dropbox email. Any emails sent to the address in this box need to forward to the unique Planio dropbox email address.

I’ve included links to tutorials on how to do this for Google Apps and some of the big domain registrars such as Godaddy or ENOM below:

1. Google Apps

Start replying to customer’s emails¶

Create custom headers, footers and autoreply templates
h2. Create an FAQ so Customers can find answers to their most common questions