Software / Overview

Using our Helpdesk Software solution in your organization will make your user emails/support requests easy to track and manage, this program allows staff members to be assigned to single or multiple departments saving time assigning user requests.

Our Helpdesk Software Solution makes submitting tickets easy for users, by allowing two methods:

Direct Email Submission

Users can send email to your company which will be logged, assigned to a specific department and given a tracking number. You can setup multiple incoming email addresses allowing you to completely manage user communications.

Web Based Submission

Included in the Web HelpDesk is a web based client area and submission form, where users can login and track/submit any support requests easily.

Client Area Features

The web based user area can optionally be used as a resource for users to submit and track help desk submissions and emails. An overview of the features

* Multiple Language Support
* Quick User Signup
* File Attachments from web based form
* Ability to assign a priority for the request
* View support request history
* Submission Tracking without logging in (via submission key)
* Unlimited number of users.
* Flood Prevention for incoming emails, (this only allows a user to submit a request every number of seconds you specify).
* Searchable Knowledge Base (managed by staff members)

Staff Area Features

An additional section of the Web HelpDesk is the staff area, this is where you can allow staff members to login and respond to user requests.

* Performance Tracking, staff members can view the number of calls they have closed
* Rating Performance, users can rate how helpful a staff member was allowing satisfaction reporting in the administration
* Private Staff notes can be set on help desk requests, so that users cannot view them
* Assign requests to other departments or staff members
* Staff Members can view/attach files when responding to user requests.
* Easy call display, showing Emergency, new and open requests
* Predefined response templates
* Knowledge Base management
* Ticket notifications
* Many, many more features

Administration Area Features

The administration Module is where you can control all users/bills and the system setup. Some of the main features of the admin area are:

* Change layout via the template editor
* User Management, including the ability to create user accounts
* Ticket Overview
* Create an unlimited number of support categories
* Manage software configuration, many options.
* Search Customers
* View online/active staff members
* Customize the whole design via the templates very easily
* Edit the email response templates

Any Questions? Click Here
or call @ 305.627.9494

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