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
  • 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 tab and install the CRM & Helpdesk app if it isn’t already installed.

Once the CRM & Helpdesk App is installed, we need to set up the support email address.

Go to the Setting tab, and click on CRM & Helpdesk.

You can specify your support email address for the project here. It can be any email you own. For example, at Planio we use support@plan.io.

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

Here are 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
2. "Godaddy": https://support.godaddy.com/help/article/7598/setting-up-forwarding-accounts-in-the-workspace-control-center
3. "ENOM": http://www.enom.com/pop-email/faq-emailforwarding.aspx
4. "Hover": https://help.hover.com/entries/21247566-How-to-Set-up-email-forwarding
5. 1&1

It can take a few minutes once you’ve set up the email forwarding before it will be active.

Now, you can send a test email to the support email, and it will show up as an issue in our support project.

If you use an email address that isn’t registered in Planio, that email address will be added as a new customer in the customers tab, so you’ll be able to track all correspondence with that person. This means you can manage all customer relations from within Planio automatically.

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