Helpdesk solution

Offer your customers quality service !

The Helpdesk software helps you offer customers quality service. It's a simple way for companies to support their customer using many sources such as email, phone, chat, internet or social networks. 
 

To learn more about :

Free trial request for Helpdesk software

Helpdesk solution

Ticketing

The Helpdesk software helps you offer customers quality service. It's a simple way for companies to support their customer using many sources such as email, phone, tchat, internet or social networks.
Furthermore, users can identify and meet urgent demands using the customizable tickets views..
 

 

Support portal

The Self Service portal allows the customer to find answers themselves by using a knowledge base. The knowledge base suggests solutions to customers and gives them fast answers to their questions. From the portal, customer can also open a new ticket or follow their open tickets.
A community forum can also be deployed.

SLA Management

The solution allows you to define every ticket priority based on the impact and the urgency of the matter. 
The software determine the due dates of taking into account and resolution following up your SLA policies.
Reports are available to monitor the service commitments.

Automation

Increase productivity by creating predefined answers to common questions.
You can also define triggers on events or set up alerts. 

Reports and statistics

A powerful report tool lets you exploit your datas to improve knowledge of your customer and progress.   
You can measure your team's performances as well as customers trends. 

Integration

The solution integrates plenty of professional systems. 
We are proposing a CRM Helpdesk integration. 

Main features of the Helpdesk solution

 Features

Description

Ticketing

  • Ticketing using many sources : email, phone, chat, internet, social networks (Facebook, Twitter, Google Plus).

Support portal

  • Knowledge base with FAQ (Frequently Asked Questions)
  • Community forum
  • Open and follow-up tickets
  • Direct chat from web portal
SLA Management
  • Define SLAs and manage SLA efficently
Automation
  • Creating predefined answers to common questions (Frequently Asked Questions).
  • Set up automated alerts, update and automatically assign to users, group of users or agents. 
Satisfaction surveys
  • You can invite your customer to comment your helpdesk quality for every ticket, and also choose when send the satisfaction survey.
Reports and statistics
  • Dashboards are available to drive agents and manage customers needs. 
Integration
  • The solution integrates plenty of professional systems.
  • We propose a CRM/Helpdesk integration for an advanced integration with SugarCRM.

Other solutions

Crédit photo : © Arco / C. Braun / Biosphoto

Mis à jour le :
08-08-2017

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