Improve customer support. Ticketing sytem will enable you to provide support 24 hours a day 7 days a week.
This system effectively allows your customers to see the action and progress that is occurring on their issue. Also it groups and centralizing all issues for you so you can always revert back to Ticketing system to refer to a past issue and find a resolution faster. Customers prefer different forms of communication so Ticketing system should be able to deal with e-mail, phone, fax and online over the web support.
reports regarding tech support activity are provided (Number of tickets by customer, Number of tickets per support technician, Number of the same (or similar) tickets)
-
Also reports regarding number of currently opened tickets, number of incoming tickets, number of resolved tickets (per day/time/week) can be provided.
Create a trouble ticket on behalf of the customer (in case of telephone/fax communications)
-
list of incoming tickets with possibility to "take"
-
list of open tickets
-
the ticket can be escalated (help desk operator can escalate the ticket to the technician and technician can then escalate that ticket to the supervisor). The reverse "rollback" procedure is also possible.
FAQ system for the customers with "members only" sections. This FAQ system can e integrated into Ticketing system so the Question/Answer pairs can be easily added by operators.
-
Knowledge base system for storage of internal information.
