Ticket Confirmation
Close the Loop on Support
Ticket confirmations provide a better way to assure that all tickets are closed and properly resolved. Technicians will often close out tickets without any feedback of whether or not the end user believes their ticket has been successfully resolved. HelpDesk resolves this common problem.
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Technicians get a quick overview of follow-up opportunities. This ensures that no issue is ever overlooked and every user gets the attention they need.
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Users are emailed to confirm that any ticket was properly closed. This drastically reduces the common frustration that users may have about their problems being ignored. Users are more satisfied and more work is properly completed.
Preventive Maintenance
It Is Better To Rebuild Then Repair
Creating a schedule of planned proactive maintenance limits the amount of unplanned firefighting later. HelpDesk allows you to create a forward schedule of tasks based on a one time or recurring event.
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Technicians have a variety of options for scheduling tickets to occur in the future. Recurring or one time events are both supported.
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Ticket details can be assigned to allow technicians to get up to speed with tickets when they appear in the system. Better information means less delays and less errors.
User Side Interface
Involve Your Customers
HelpDesk provides a customer portal which allows your users to submit tickets and stay attached to their issues throughout the life cycle of the requests. This helps reduce duplicate requests and allows you to properly manage expectations.
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Users can create new tickets from within the HelpDesk portal. This form allows them to supply additional information, such as associated assets or incident categories.
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The customer portal includes a quick overview of ticket statuses. Users know right away when they have new responses to view.
Category Creation and Resolution
Why and How
Begin to get a better understanding on why issues are getting created in your organization and how they are getting resolved. This data will help you with your continual improvement plans.
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Creation categories give your users the ability to fine-tune tickets when submitting and give more information to technicians to get them up to speed faster.
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Resolution categories give technicians the ability to quickly and clearly express how they are completing tickets.