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iSupport – Corporate Help Desk Management




 
Help desk management of an organization consists of a group of experts using software to help track the status of problems and other special software to help analyze problems. The problem can be within the organization or from the clients or customer.
 
We INI Technologies offer iSupport Help desk Management which provides user access to status updates, facility of Help desk request creation & updating, Help desk configuration, routing and escalation management.
 
Help desk Service desk Management software submits trouble tickets (form-based support requests) through your support site. Your representatives can also raise ticket on behalf of customers. As a result you can support multiple channels of communication and store tickets generated via phone or support site. Help desk Management software is a tracking tool that enables your team to track, route and manage customer support requests. As a result, your support organization will provide efficient, superior service, raising customer satisfaction and retaining satisfied and loyal customers.
 
Helpdesk Management software is a intermingling of CRM, Ticketing plus work force management, with task team definitions. Using this software the agents can be managed with tasks and team member can identify whom to be contacted for further technical support, which is having the escalation matrix too.

 


Features

  • Basic and Advance Ticket Searches
  • Browser Plug-in & Extensions
  • Support Multiple Companies, Locations, Departments, and Projects
  • Date & Time Format Configuration
  • Multi-Level Escalation Path
  • Operational Business Hours
  • Calendar Subscriptions
  • Report Writer
  • Point-and-Click Configuration
  • Dashboards
  • Multiple Time Zone Management
  • View/Subscribe to Technicians’ Group Calendars
  • Export Reports to PDF, Print View, or TSV
  • Bulk Ticket Updates


Benefits

  • Improve Customer Support.
  • Easy to use web based 
  • Helps in solving customer requests easily in department wise.
  • Keep track of each customer request processing status
  • Reduce Your Workload.
  • Integrated Knowledge base may reduce the number of support requests by as much as 50%!
  • Save Time and Money.


Versions

Basic Version: Single Department and Call type level Helpdesk management

  • Open docket number - for a confirmed transaction
  • Basic Version comes with single department support only
  • Transaction details can be entered and if any attachment files, you can attach that also
  • Only customer based transaction history can be tracked. ie. transactions is not based on parameter(product category, product, country etc) Search cases based on docket number and customer only
  •  Reports : customer based, executive wise, department wise report can be taken
  • Email alerts


Standard Version: 4 Department and call type level Helpdesk management with escalation matrix

  • Open docket number - for a confirmed transaction
  • Std Version comes with 4 departments support by default
  • Transaction details can be entered and if any attachment files, you can attach that also
  • Only customer based transaction history can be tracked. ie. transactions is not based on parameter(product category, product, country etc) Search cases based on docket number and customer only
  • Reports : customer based, executive wise, department wise report can be taken
  • Email alerts

Enhanced Version: 6 Department , Product level and service type level Helpdesk management with escalation Matrix

  • Open docket number - for a confirmed transaction
  • Enhanced Version comes with 6 departments support by default
  • Transaction details can be entered and if any attachment files, you can attach that also
  • Transactions are Parameter specific(product category, Product specific, Customer Specific, Country specific)
  • Search: based on the parameters (docket number, product category, product, country, transaction date customer etc.)
  • Internal Work Flow definition
  • User rights can be set (department wise)
  • Case Assignment and team building
  • Email alerts
  • MIS reports based on the above parameters - 10 reports


 

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