Growing businesses need the right tools to support their customers, and one of the most important tools for effective customer relations is a good Helpdesk System. We help you deploy the power of Open-Source software to create a Helpdesk System hosted and deployed on YOUR OWN server. What this means for you is that there are no recurrent bills to pay for using a state-of-the-art helpdesk customized to meet all your requirements.

Features Of Helpdesk System

Ticketing System

Each incoming customer query is entered into the system as a new ticket with a unique tracking id, and all customer interaction, starting with the initial query and all subsequent communication thereafter, takes place under the unique ticket number. This also means that the entire record of the interaction is easily retrievable in a few clicks of the mouse. The record can also be exported in PDF for ease of storage and records.

Knowledgebase

The system allows the organization to create a knowledgebase of frequently asked questions which a customer can refer to prior to submitting any query. This means that there is a high probability of the customer finding the answer without any further need to refer the query to the company.

Help Topics

It is possible to configure help topics for online tickets, which allow the query to be routed directly to the concerned department, thereby saving valuable time in rerouting queries. Online custom forms can be designed based on help topics, which can further be routed to the right person based on provided information.

Canned Responses & Attachments

Frequently used answers can be stored on the system as Canned Responses and can be inserted in the response to be sent to the customer, thereby saving the agent / staff valuable time in responding to the query. It is also possible to prepare and store files to be sent as attachments along with the response. This eliminates the need for recurrent typing and increases efficiency.

Departments

It is possible to bring on board all related departments to use the Helpdesk System, with the added ability of internal communication within the organization that is not visible to the customer.

Duplication Avoidance

Multiple agents can be provided access to the system and the system automatically ensure that the same query is not routed to two agents at any given time. Further, if any agent is working on a ticket, the ticket automatically gets locked for other agents, which ensures that no two agents will simultaneously work on a ticket, thereby avoiding any duplication.

Assigning & Transfer

Tickets can be internally assigned and freely transferred within the organization, to any department or agent. The system can be programmed to account for staff on leave, which ensures that no ticket is assigned to a staff during the programmed leave period. Since the system saves the history of interaction, any staff at any time can access a ticket and take over any ongoing case with ease.

Service Standards

Service standards can be pre-programmed in the system. The turn-around time for incoming queries can be defined. Thereafter, any overdue tickets are flagged by the system and designated supervisors / department managers are simultaneously informed by the system through an email alert.

Productivity Reports

The system automatically tracks the productivity of agents and reports can be generated in a matter of few clicks. This ensures that the management can keep track of individual productivity and take corrective action wherever necessary.

The features listed above are by no means exhaustive. We would be happy to meet you in person and arrange for a demo of the system as per your convenience.