First, we need to understand what a help desk is. It is a system that provides a single as well as multiple points of contact (if required) for users to get help in solving various problems, getting answers to their queries, and troubleshooting. This point of contact further allows companies to resolve their queries and issues, which surely enhance customer satisfaction. But, now the question is how to manage helpdesk efficiently? For effective and smart help desk management use a robust help desk software that lets you manage customer issues and take control over all the IT requests. One of the great features of these kinds of systems is that it allows you to track each issue. Furthermore, it helps you to provide centralized information that will help you to handle a company’s internal as well as external queries.
Resolve customer grievances faster by automating the entire issue resolution process with the help of the ticket management tool of the system. Eliminate the tedious and burdensome process and close tickets faster. There are so many advantages of using service desk software. such as enhanced customer satisfaction, improved help desk agent's or employee's productivity, and more.
We have introduced an advanced business management module. It helps companies to provide better customer support as well as let them resolve the typical issues and queries easily. Our help center software enables you to generate tickets via emails, website form as well as any third-party application (whatever is convenient for you). Furthermore, you can assign every ticket manually or randomly between the team members. In addition, you are able to assign priority to tickets. All things considered, our online help desk software allows you to track ongoing projects, keep up with user requests, and you will move ahead quickly.
Furthermore, this system is a ticket management application and helps companies to process tickets within different stages to solve them quickly. This simple help desk software lets you add priorities, descriptions, types, as well as tags which helps you to define your tickets. Get a pivot view in the reports menu that allows organizations to make an in-depth analysis of your tickets. This is not it, help desk software also helps in linking your company help desk to a public FAQ/Forum or any site. We have built a smart system that enables you to add SLA (Service Level Agreements) contracts and rules as lets you set the SLA for each ticket that has been raised. Also, automate customer satisfaction surveys to get a clear view of your service quality and let you improve accordingly.
• Your customers can submit queries directly from the website.
• Customer can register their queries by filling the form from a website.
• You will get all information stored in the backend from your website.
• Fetch the details of each from the website.
• Categorize every ticket on the basis of their priorities and SLA.
• Manage your ticket effectively and close them faster.
Enhance your productivity
To make the whole ticket management process efficient you can create different teams and assign tickets for each team. Also, create a different email alias on which your clients can contact directly through... the website. Prioritize your tickets and define the levels of priority for each ticket. It gives you a clear understanding of which ticket should be resolved first and which can be resolved later. Get a clear timesheet on tickets and track the time spent by your agent on each ticket. Moreover, these timesheets can be displayed on the customer's portal.
There is no definite way to create tickets, you can create tickets via email, website forms, live chats, or vie leads. This surely makes the ticket management easy and effective. Our system is capable of converting emails... into requests automatically. It truly saves valuable time and helps your agents to be more proactive. Furthermore, you know that customers usually mention their issues on various external channels such as Twitter, Facebook, Forum, etc. Using our system you can create tickets manually on the fly and get started right away.
Easy to analyze your work
Get a complete overview of all the tickets with the help of our help desk case management software's smart Helpdesk dashboard. And keep a tab on each team's performance and overall success rate. By setting... your own SLA rules/policies, which are based on ticket issue types, tags, and/or priority, you will be able to select between a stage to be reached. Also, this service desk software has an advanced customer rating system. It can help you to get customer feedback on the basis of customer experience. Now, you can track the level of satisfaction of your customers. Also, it lets you view ratings of the team member in charge of the ticket.
This portal enables your customers/users to raise their own support tickets. Save time for your help desk management team that will allow them to focus and spend more time in resolving current issues as well... as picking up on older unfinished issues. Your clients can create and track their tickets to view the status of their tickets from creation to resolution. Furthermore, you can make e-learning material like videos, documentation, or slides and make these content available on your website.