customer support services

Help Desk Leaders H2Desk Releases Version 5.2.0 to its Cloud Users

Cloud Hosted Customers Get Early VIP Access to host of New Features

MIAMI, FLORIDA, October 30, 2014 — H2Desk, a full-service help desk company, has just released version 5.2.0 to their Cloud Hosted customers. The unique blend of helpful features included in this newest update were specifically designed to help improve the efficiency of help desk operations for thousands of its worldwide businesses and organizations.

This exceptionally user-friendly system extends to both customers and staff users, and includes marked system improvements including a Ticket Task Module, Auto Reply Email Filtering, Staff Note Default Settings, and Page Top Auto-Scroll.

Evelio Suarez, H2Desk’s President and CEO said, “As a basic principle of business, we know that the level of customer service a company provides to their customers is directly correlated its success. With the updated feature set rolled out in version 5.2.0, we offer a means for our large and small scale clients to provide their customers the highest level of satisfaction.”

While each system improvement is unique in function, combined they are a powerful resource for any business looking to positively impact their customer service figures. Below are summations of the four largest changes implemented with the new software update:

 

• Ticket Task Module: This new module introduces the concept of tasks within tickets. When viewing a ticket, those with appropriate permissions can now create tasks as part of the ticket and assign the tasks. Each task includes a reminder date and due date to help ensure timely completion of each task by its assigned staff user. Additionally, when a task becomes past due, notification is sent to both the assignee and the administrator so necessary action may be taken. Email notifications are also automatically sent upon task creation, re-assignment, reminder date, and expiration date and tasks may be marked as completed via a link within the notification emails.

• Auto Reply Email Filtering: A new feature has been added which checks for emails sent by automatic reply systems. When enabled, incoming emails that have a subject of Auto Reply, Automatic Reply, or Out of Office are logged in the mail log but the ticket is not updated. This is useful to help prevent unnecessary ticket updates that occur when a customer has their out of office message enabled. Additionally, if the incoming email has a blank or null reply path, it is also ignored when this setting is enabled.

• Staff Note Default Setting: A new feature has been added in General Settings that sets the Staff Note setting in ticket replies. When this feature is enabled, the “Mark as Staff Note” flag is enabled by default when writing a ticket reply. The flag may still be manually turned off by the staff user. This feature helps ensure that staff members don’t send ticket updates to customers unless they intentionally turn off the Staff Note flag.

• Page Top Auto-Scroll: A new feature has been added that automatically returns the user to the top of the page with a single click of a button. This time-saving feature helps improve efficiency when viewing lists or heavy content pages.

###
About H2Desk Help Desk Systems: H2Desk Help Desk Systems is a help desk Solutions Company that strives to help companies better serve their customers by enabling their clients with software and services that boost productivity and enhance performance through the intelligent use of technology. Through products like their popular H2Desk help desk solution, they help clients cut cost, streamline support, and provide a better overall user experience.

The company’s client portfolio includes industry leaders such as Sharp, Yogurtland, Harmon Homes Publishing, Nestle, Cornell University, Make-a-Wish Foundation, Meade, University of Florida, Christian Book Network, Ohio State University, SwissBit, MicroSurvey, RealData, Southern Virginia University and thousands of additional clients worldwide.