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Response:
Everytime a ticket is updated by the customer
or support engineer an email will notify all parties involved
of the changes.
Acknowledgement: When
the ticket is created the system will provide the user with the
exact ticket number for tracking purposes.
Knowledgebase: There
will be times when users simply can not remember a process, such
as "how to reset my password". There is no need to log
a trouble ticket, when they can find the answer to this and more
located in the online knowledge database. More importantly, If
the answer is not there, the user can make a request and the answer
to that request will be posted for all users to access.
Single point of contact: The
helpdesk allows for a single point of contact within each company
to pull up all tickets that have been logged by their staff. These
metrics are useful in forecasting support needs.
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Support
Tools. With the use of our support tools,
we make it easy to interact with your team, schedule priorities,
and respond according to the severity of your needs.
The helpdesk puts our customers in control. Customers
can login, create a ticket and through assignment identify
to our support engineers if the trouble is critical in
nature or merely something that should be completed during
a regularly scheduled maintenance visit.
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Take
a test drive. Click here to
email us or contact us by phone to obtain a temporary username
and password so that you can evaluate our helpdesk for free. With
the temporary profile you can browse sample tickets, create test
tickets, review the knowledgebase, and more. |
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