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General:
- Customizable header,
footer, images, and colors
- PHP & MySQL based
data system for fast data retrieval and display
- PHP & MySQL use
less server resources
- Ticket ID number
generation
- Unlimited customers
- Unlimited technicians/customer
service reps
- Complete implementation
of email functions
- All calls are logged
- Reports automatically
generated
- Tech specific reports
generated
- All information
entered is stored
- Technician specific
notifications
- Emergency email/pager
notifications
- Emotional images
- Question levels
- In-built FAQ
- Password Reminder
- Announcements
- Email to Support
Desk
- Answer Ratings
- Much more
Customers:
- Personal greetings
- Easy to use customer
interface
- Number of open
tickets is reported
- New tickets have
a unique ID number
- Keep track of the
progress of open tickets at all times
- Answered tickets
are stored for easy reference in the future
- Open and closed
tickets can be viewed
- Can 'modify' an
open ticket at anytime
- Can update their
support account information
- Complete implementaion
emails notifications
- Password reminder
- Answer ratings
- Much more
Admin
\ Tech:
- Interface is easy
to use and understand
- Unlimited numbers
of techs
- Techs have their
own individual identities
- Admin center interface
shows all open, unanswered tickets and their status
- Old tickets are
archived as 'closed' and can be viewed at any time
- Search for tickets
by ticket ID number, by customer domain name etc.
- Details about
a ticket can be seen by simply clicking on a button
- When a tech replies
to a ticket, they can choose an updated status such as 'Need More Info',
'Closed', 'In Progress', and more
- Replies by techs
are 'time and date stamped'
- Emails are sent
to the customer about updates
- Techs can keep
notes about a customer's ticket. These notes are invisible to the customer
- Customer's domain
name and email are listed as clickable links within their ticket
- Customer's support
history can be seen by a simple click
- Remote access
for Technicians allow your support team to work from any computer with
internet access
- Technicians see
only calls that are assigned to them
- Much more
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