Service Desk
Service Desk is a support/help desk management system, which organises all of your companies support emails and converts them into support tickets. This way an operator knows which ticket has been read, responded to, and unanswered.
The Process
- Customer sends a support request to your support email address
- Service Desk reads the email and pulls out all of the attachments
- Service Desk creates a ticket based on the content of the request, adding all of the attachments found.
- Service desk connects to a tagging service. This tags the ticket with meta-data of your choice based on the content of the request. This can also work out if the request is from a known customer and tag the ticket accordingly
- A new email gets sent to the customer informing them that their new ticket has been created. If the customer has not used the Service Desk system before, it automatically creates them an account and includes their login details in the email.
- The ticket is now available for the operators to view and respond to the request
- Once responded to, the customer will be notified by email
Features
- Automatic ticket generation and user account creation
- Automatic dynamic email responders
- Tag Cloud for filtering tickets by tagged meta-data
- Windows and Forms authentication, OpenID coming soon
- Dashboard for quick and easy ticket status information displaying high level statistics
- Assigning of tickets to operators
- Ticket auto close
- Adapted for iPad use
- Ticket read status
- Force Ticket Close
- Live ticket responses with audible notification. Live chat to users
- User List
- User Profile with contact, geo-location and company information
- Alert user when ticket has been responded to
- My Profile section for viewing open, closed and assigned tickets to you
Fully Customisable
As standard, Service Desk only comes with two themes. However it can be fully customisable and re-branded to suit your needs. For more information, please contact us