Web-Based Helpdesk Software
Web-based help desk software is a 24 x 7 customer support solution designed to improve online services and reduce the burden on technical and sales resources. The benefit of a web-based solution is that no ticket (a question, issue or inquiry) goes unanswered, or is answered by two or more responses to the same ticket.
With a web-based help desk solution, your company can avoid writing multiple e-mail replies to the same customer. Generic email solutions are not intended to operate in a “groupware” mode and duplicity of responses is therefore not uncommon. Web-based help desk systems eliminate this problem, as it requires claiming an ownership over a trouble ticket before ever starting to compose an answer and ensures that no ticket may be assigned to more than one operator.
Web-based help desk software will keep your customers up to date with product and service issues, including the latest news and information, giving them a reason to come back to your company again and again . Web-based help desk software enables your customers to receive seamless, personalized, support responses and product-related news in real time.
Here are some of the top web-based help desk features that you should consider:
Bulletin board style communications
Each trouble ticket may consist of unlimited number of messages. Simplified markup tags allow to control text appearance (bold, italic, underline, code) and to insert html links and images. Any message may be marked as hidden to facilitate internal communications and notes. Registration is optional, as anonymous (guest) visitors may access their tickets using unique access keys.
Dynamic FAQ Entries
Share knowledge at a speed of light. The very moment a problem is solved, the solution may be published in a searchable knowledge database. Do not waste your time answering the same questions again and again. Do not force your customers to waste their time asking questions answered before!
Email based ticket submission
With support for html-only messages and multiple file attachments.
Intelligent ticket routing
using departments and 4 tiers escalation model. Manual and automated escalation supported
Dashboard
A home page for your customer service site. An ideal place for your announcements, quick links and personalized information. Highly customizable template with support for simple macro language allows serving dynamic content based on customer account information.
Customizable views
Choose what information you want to see while browsing tickets and customer accounts.
Highly customizable interface
Use embedded WYSIWYG (what you see is what you get) HTML editor.
Customer database tracking
Easy tracking of customer details like contact info or service types and dates.
Custom fields
Both ticket and customer databases support up to 10 user definable fields to keep additional information. Each field may be configured as a text, select menu or checkbox. Supported attributes: hidden, read-only, mandatory, etc.
Message editor
With support for text proofing and message drafts.
File attachments
A file of any type may be added to any message.
Multi-lingual support
Automated language detection using encoding info captured from email headers. Direct urls to access your customer service web site using different languages.