Support Ticket System

 

Our Customer Support Ticket System provides you with the tools needed to quickly set up a seamlessly integrated, coherent support platform, saving you and your business time and money, decrease your response times and increase the efficiency of your online operation.

Our Customer Support Ticket System is our flagship product, integrating the ticket and e-mail management features of eSupport with the live chat and visitor monitoring features of eResponse.

Manage your entire support operation, e-mail correspondence from multiple sources and multiple support desk front-ends from a single system.

Loads of benefits can be obtained by implementing our Customer Support Ticket System Software. Following is a list of few of them:

1. Ticket support and e-mail management

A ticket can be thought of in many ways: an issue, an e-mail, a message or as a threaded conversation. However you decide to use tickets, a ticket is central to an e-mail and issue-based support desk.Tickets can be raised by e-mail or submitted online via your end-user support desk. Inside the support desk, tickets reside in departments, are set to a status and have numerous properties.

2. Live chat software and real-time website monitoring

The eResponse Desktop Application is an application built for Microsoft Windows that integrates with your support desk. It allows staff members to monitor website visitors and engage in chat with both visitors and other staff members.The desktop application is provided as part of both the eSuite and eResponse packages and is free for you to distribute to as many of your staff members as you'd like.

3. Self help resources and knowledgebase management

Publishing self help resources will allow your end-users to find answers to their own questions, saving all parties precious time. However, in order to be effective, these resources need to be easy to access and use.This is where the self help resources provided with all of our support desk solutions (the knowledgebase module and the troubleshooter module) excel. They are easy to search, intuitive to use and feature the ability to intelligently suggest issue solutions to your users.

4. Content publishing

The two content publishing modules (the news module and the downloads module) are available in all of our help desk solutions.

5. Teamworking and task management

The teamworking module is available as part of all of our core support desk solutions. The module features task, contacts and appointment management, supporting both public and private items. This means that as well as your team keeping themselves organized, appointments and tasks can be assigned, shared and managed as a group.

For more information about the features of Customer Support Ticket System, please contact us.