Also known as trouble ticket software, the H2Desk helpdesk system enables you to track every contact or support request and route it to the proper resource. Every customer interaction is stored as part of the record so you'll have full details of each incident at your finger tips. A full audit trail gives you precise details about what took place, how quickly the incident was fixed, and what resolution was given to the customer.
The trouble ticket software also automatically imports and converts emails into tickets via integration to your email system. Customers and staff can collaborate and exchange information via the software system or via email. As updates are received, the system identifies the existing ticket and the new reply is appended to the ticket as a post.
The system can also automatically assign due dates to each ticket based on Service Level Agreements (SLA) with each customer or as specified for each department. When tickets are received, the system assigns them to appropriate staff members based on your pre-defined assignment rules.
All interactions between customers and staff users are tracked for the life of the ticket. An easy to read log makes it easy to know who did what and when with notations of all ticket replies, updates, and status changes.
The support ticket system organizes all support requests in a threaded conversation format so staff users and customers alike can easily understand the exchange. You'll wonder why you waited so long to implement our customer service software. Your customers will be glad you chose H2Desk.