Here are the core features of our ticket helpdesk solution:
Internet-Enabled Responsive Design Flexible Ticket Form Ticket Category HTML, PDF and Spreadsheet Canned Responses Service Level Agreements Knowledgebase and FAQ Self-Service Check Rich Text Message Transfer and Assign Automatic Response Service Feedback and Rating Reports and Analysis System Admin Reports User Access and Security Internal Communications Ticket Locking Email Integration Robust Cloud Infrastructure User Authentication
Accessible whenever you are online, via smartphone, tablet, notebook. Internet connection and a web browser is all you need.
Responsive design means we are mobile-friendly. Work on the go does not always need a notebook. Mobile devices can do the same job well.
Flexible Ticket Form
Configurable ticket forms allow versatile data design. Different questions can be asked upon opening tickets of different issue topics.
Tickets are classified at the time of creation. They will be automatically prioritized and routed to the relevant team for speedy reactions.
HTML, PDF and Spreadsheet
3 report formats available. HTML is easy for online view and print. PDF is best if you need to email. Spreadsheet makes easy for presentation.
Standardize the responses to customers? Of course it is important. It improves service quality consistency. We always keep this in mind.
Service Level Agreements
SLA tracks tickets and due dates. Receive overdue alert and make sure all tickets are well taken care of promptly.
Knowledgebase and FAQ
Build a library of most asked questions and answers for your users. Before they ask questions, give them a good chance to find answers by themselves.
Customers can check for replies or give further information on their tickets online anytime. Self-service checking will reduce agent workloads.
Rich Text Message
Rich text or HTML is allowed in ticket messages and responses. Customers can put pictures right in the messages (not just attaching!) and agents can include screen shots for illustrations.
Transfer and Assign
Transfer tickets between departments to make sure it is handled by the correct team. Assign tickets to appropriate personnel or team can give best results.
Automatic responses are sent out when new tickets are opened or messages are received. Service team will always get immediate notifications when questions are asked.
Service Feedback and Rating
Feedback mechanisam allows customers or users to rate staff service quality and response per each ticket on a 5 star grade scale.
Reports and Analysis
Get reports on the fly. Analyse your ticket operations with real-time data. Our charts will give you insights from various perspectives.
System Admin Reports
Analyse and export the list of users and understand the utilisation of file attachment size by data type, issue topic, department etc.
Access and Security
Agent access are configurable. Agents can have different security rights and access tickets from different departments.
Internal communications on tickets will not be visible to customers. Activity logs will offer a comprehensive audit trails of everything that happens.
Ticket locking mechanism allows agents to lock tickets during response and avoid conflicts or multiple responses on the same tickets.
Want to channel customer feedback from emails to our helpdesk platform? No worry. We can convert every single email into ticket automatically.
Robust Cloud Infrastructure
We focus on the business solutions. We team up with cloud infrastructure experts to give the best and reliable cloud service.
Got an Active Directory running in your network? We have an option to integrate the user authentication into our ticket helpdesk.