HELPDESK SUITE

Customer Satisfactions

• Track all customer support inquiries with a unique ticket number

• Implement SLA for every support enquiry ticket

• Automatic monitoring and escalation system

• The customer has flexible options for sending support tickets via email, phone, and web forms

• Provide an easy communications platform with both internal and external parties on the subject of the reported issue

Systematic and Automation

• The ticketing system allows supporting agents for easily manage and assign tickets to another subject matter expert agent

• Automatic ticket creation to save agent time to input some of the basic ticket information

• Seamless notification into individual agent email for each assigned ticket

• Easy reference to past tickets

Increase Support Revenue

• Providing improved supporting services reduces contract-lost revenues

• Offering more systematic support services increases support contract revenues

• Reduce staff turnover costs

• Lower agent training costs

Increase Productivity

• Systematic to guide the support agents

• Easy monitoring and notification system for supervisor to  provide necessary assistance at the right time

• Higher staff retention rate

• Shorter training time for newly hired staff

• Easy self-learning capability and knowledge system

Ticketing Functions

• Admin / Agent panel portal

• Customer portal with support ticket Custom Fields option

• Agent portal Custom Columns and Queues options

• Ticket Filters to define routing rules

• Configurable Support Topic

• Agent Collision Avoidance

• Assign, Transfer, & Referral features

• Auto-Responder feature

• Thread Action with specified Task activities option

• Service Level Agreements management feature

• Advanced Search options

Integrated Functions

• Email ticket automatic creation feature

• Missed call ticket automatic creation feature

• Customer portal ticket automatic creation feature

• Incoming Caller ID automatic search pop-up feature

• External content link options

• API integration options

• Additional Plugin options