Before You Get Started
Howdy! Welcome to the getting started guide :)
Before you dive in, we highly recommend taking a guided video tour of Re:amaze. You can find our video tutorial series here: https://reamaze.reamaze.com/kb/video-tutorial-series. The video tutorial will cover some topics not found in the getting s...
Step 1 - Connecting An Email Channel
The first step to taking advantage of Re:amaze's features is to create an email channel. A channel is mapped to one email address and can also be connected to an existing email address on your own domain.
Adding an Email Channel
Let's say you want to manage your current support conversations wi...
Step 2 - Inviting New Staff
Adding more staff members is a great way to get acquainted with Re:amaze's notifications system and message distribution system.
Because each staff member registers for Re:amaze using their own email address, they can easily receive notifications for incoming messages and customize their own exp...
Step 3 - Connecting Social Media Channels
An important part of great customer support is to connect with customers wherever they are. This probably means your Facebook Page, Facebook Messenger, Instagram, and Twitter accounts.
Facebook Page and Messenger
Facebook page comments, page review comments, boostable post comments, and private...
Step 4 - Creating Your Avatar
Customers want to know who they're talking to and interacting with. Being professional yet personal is a key element of success in customer support.
Re:amaze is great at helping you be transparent about who you are and what your brand represents. When you reply to customer messages, Re:amaze app...
Step 5 - Adding Your Signature
Your signature represents who you are and what your role is at the company. Since Re:amaze is a collaborative helpdesk system, you may choose to have multiple staff or a single staff with multiple personas for multiple brands. Therefore, it's important to setup your signature before you start con...
Step 6 - Implementing Autoresponders
People need sleep right? Or maybe the occasional office field trip? Big matters aside, it's simply polite to let customers know that you've received their message and will be getting back to them soon. A simple, short, and friendly auto-responder will do wonders for your customer support. Avoid l...
Step 7 - Adding Response Templates
Response templates, also known as canned responses and sometimes as macros, is an efficient way for your support staff to reply to high volume messages.
Any staff member can create and edit response templates that are shared across your support team. We recommend using response templates to quic...
Step 8 - Third Party Apps
Re:amaze is more amazing when you connect up 3rd party apps you're already using.
To connect a 3rd party app, click on the "Settings" tab and go to "Apps". If you use any of the services listed, simply click through and follow the on-screen instructions to connect. For apps not listed, we reco...
Appendix: Email Forwarding from a Google Group
Follow these simple steps to set up email forwarding from your Google Apps email to your Reamaze channel address:
Some recent changes to Google Groups have made it harder to set up email forwarding to 3rd parties like Re:amaze. One unique issue is the enforced footer of the e...
Appendix: Email Forwarding from Gmail and Google Apps
Step By Step
Login to your designated Gmail account or Google Apps email account by going to https://mail.google.com/ or whichever domain you use.
On the top right hand corner of the screen, click on the gear icon right underneath your name to bring up a menu list. Select Settings.
Click on the ...
Appendix: Email Forwarding from Microsoft Office 365
Microsoft Outlook / Office 365 Forwarding
Login to Office 365
Click the Mail tile.
Click Settings (gear icon in the upper right-hand of your screen).
Under My app settings - Click Mail.
Under the "Forwarding" heading, select Start Forwarding
Paste in your Re:amaze...
Appendix: Email forwarding for Zoho Mail
Zoho Mail is a great email provider that many businesses use for support purposes. Here are the steps you need to take in order to set up forwarding into your Reamaze email channel.
Locate the settings menu for your Zoho Mail account in the top right hand corner of your dashboard and look for th...
Appendix: Forwarding emails from your GoDaddy account
Forwarding emails from your existing GoDaddy email to a Reamaze mailbox:
Note: If you don't have a GoDaddy email address or would simply like to setup a forwarding account, please click here to see instructions.
Login to your GoDaddy account management screen and click on the "My Accou...
Appendix: Transitioning from Zendesk to Reamaze using Zapier
The question we get asked almost on a daily basis is: “How do I transition over from Zendesk without doing a massive import?” and “How do I test Reamaze out while keeping all my tickets in Zendesk?”
When we answer this question, we always make sure to tell the customer first and foremost that we...
Ideal setup for proper email lifecycle
Re:amaze works best when each staff user/agent is registered and has their own email addresses connected. Each staff user should respond from their own emails to the notifications sent by Re:amaze. Re:amaze takes care of routing emails properly back to the original customer.
Here's what a potent...