This improvement is especially perceptible when browsing through the ticket list with Previous and Next navigation buttons. Moreover, these navigation controls guides you through the virtual ticket list based on your last filter parameters. For example, if you used to view all “Working” tickets with “High” priority, you simply browse the individual tickets one by one without having to return again to the entire list.

It allows you to complete daily support tasks directly from your email inbox and saves your time in signing and searching. To include this new variable placeholder, go to Settings > Email templates and edit email template for the assignment notification.

Internal notes and team discussions

Using internal notes allows you to add instructions thoughts or insight to tickets for yourself or your colleagues.

A handy use of the future is to add information to a message and then send notifications to a coworker for follow-up. It’s also now possible to add the entire information to email. This improves the speed and overall accuracy of your help desk team by eliminating the need for any one employee to guess or assume about a fact or figure.

It’s collaboration and teamwork without ever leaving your desk. You can format the email notification message using dedicated email template if you wish, and you can rest assured that notes are always private and never exposed to the customer.

Read client’s replies in your email inbox

We’ve also improved the way in which your agents receives email notifications when client response to agent. By allowing to insert user reply or the whole ticket message into the content of email notification, you’ll be able to read the message immediately and without the need to log in to HelpDeskSAAS. Although you can not reply to a client from your email software, this allows you to react and resolve the problem, and then you can log in and reply to your customer.

Self-registration with approval

This feature allow moderation of new users when Self-registration is enabled. If approval is required, the Administrator must approve their subscription request before gaining access to the HelpDeskSAAS. If the account is public or further approval is not required, then new user gains access immediately after the registration.
Log in to your HelpDeskSAAS and go to Users > Self-registration to manage your self-registration settings.

Visit HelpDeskSAAS to find out more about new features and benefits.

Help desk software is what brings together the different methods of a company’s customer service and support.

A powerful help desk support system requires careful integration of support ticket software and knowledge base. A quality online help desk software should also cooperate with any existing website software and design.

Some help desk products offer customers a wide variety of support methods. Management of the support software is always easy with their featured administration interface as each system seamlessly integrates into one another, making a powerful support center.

Other help desk systems are based on e-mails. The customer sends normal e-mails that are ported into the help desk software, and can also reply and send emails to support agents. However, there is also a big disadvantage to these systems: emails can get lost, systems can fail, mail may not get through since it might be treated as a spam – but if a person has to go to the site to update the ticket then it’s all done locally.

Help Desk Software-as-a-Service for the best customer service

Quality online help desk software can be a winning factor for many potential customers and an advantage over their competition.

Most online companies will never have face-to-face contact with their customers, and so their portrayed personality is made up through their service rather than through their body language. Online support can also be less expensive, as many customers will find their answers in well designed knowledge bases before having to contact a support representative. Assuming that a large, well-written knowledge base exists, a company can have only a few people for each thousand that visit its website, rather than having an entire customer relations team

Support ticket system

A powerful support ticket system is very useful because customers don’t usually expect instant answers. Similar to email support, ticket systems require the customer to leave their name, email, and problem. Support ticket software is fairly inexpensive to maintain, with only a few people needed to handle the volume of tickets for the average website. Support ticket systems are also very effective because customers can leave their concerns at any time, and they can receive email notifications and alerts about the status of their requests.

HelpDeskSAAS accomplishes all these features with one low cost software product:

• Support ticket management with integrated knowledge base
• Self-Service Portal (allows companies to provide self-service capabilities to customers for service and support processes)
• Help desk task automation
• Customized e-mail notifications
• Interactive reporting
• Multilingual support: Spanish/Español, French/Français, German/Deutsch, Portuguese/Português.

We just released a help desk mobile web interface with HTML 5 support for most popular handheld devices, including Android, iPhone, Blackberry, iPad, Windows Mobile. The mobile version is fully hosted online service, with no software to install. This new feature provides greater flexibility for agents and for your clients and, when combined with other features of HelpDeskSAAS, takes productivity to a new level.

Agents can now easily monitor help desk activity when connected via cellular or WiFi network to their HelpDeskSAAS account. Your clients can also respond to agents, view and track the ticket list, and close tickets from their mobile devices.

What you can do with HelpDeskSAAS mobile version:

• Search ticket list and view ticket history
• Log client calls
• Reply to tickets
• Assign ticket and set deadline
• Tag and move to queue
• Insert internal notes
• Close tickets

What your clients can do:

• Submit new ticket
• Search ticket list
• View ticket details and history
• Reply to agents and close ticket

To access the mobile version, just go to your HelpDeskSAAS account web address. The software will detect if you are using a mobile device, and automatically redirect to the mobile version. You can still load the classic web interface if you want, as only the main features exist in the mobile version. We’ll add more features soon, as our goal is to keep the mobile layout as simplified as possible.

Convert email attachments

As already available since the version 1.8, the e-mail to ticket conversion feature automatically converts support e-mails from the multiple mailboxes into the support ticket database. All support submissions can be captured and centralized in order to maintain effective customer service. The version 3.2 introduces the enhancement to this feature. Unlike previous versions that weren’t able to convert email attachments, this version provide you with the new ability to catch and preview email attachments.

Bulk actions

From this version, support agents and queue managers can perform bulk actions on the ticket list. Bulk actions allow you to act on multiple tickets at the same time. You can use bulk actions to assign, close, move to queue, delete, and tag tickets.

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Most of the new improvements are related to processes on support side of the help desk:

• Internal Ticket tags for Classification and Categorization Internal tags enable the classification and categorization of support tickets with one or more keywords. Keywords or tags can be selected and configured according to your internal classification scheme. They can be are added to support ticket in any workflow process. Support managers and assigned support agents can search for them through the entire ticket list, and also use them for processing and reporting purposes.
• Change ticket deadline during the ticket assignment Support managers can manually control the deadline, and not just automatically using the action or business rules or when logging a call. When a single ticket is assigned or re-assignment, we can choose the desired deadline, or the date when the ticket should be resolved according to established SLA with the customer.
• Search and filter all Unclosed tickets It’s now possible to group all unclosed tickets in the regular Ticket list, and not only in Report Builder. Ticket having one of the state of New, Pending and Waiting can be filtered and searched together, and thus provide more appropriate picture of the ticket list.
• Actual and Estimated ticket duration Ticket list may include information on the Actual and Estimated time spent on the ticket in days and hours. In addition to the ticket list, this information may be used in Report Builder, and provide an additional view of the data for control of expenditure of time and commitments of the team.

What’s next?

New enhancements and features will be released soon. You will be notified within a few weeks, and here is only a brief overview:

• Transparent conversion of e-mail attachments into a support ticket in addition to the conversion of all other email data
• Bulk actions on the ticket list – Assign, Close, Move to Queue, Tag, Delete.
• View and Print ticket details in PDF or HTML format, and much more.

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The issues behind the actual classification itself may experience problems in a typical help desk workflow. Typical classification schemes are often too complicated, or there are too many classifications that when you make your report, none of them are significant. Eventually, the number one categorization becomes “other,” and the classification actually drops.

Help desk needs a scheme that works, and the first question that needs to be answered is: what you are really trying to accomplish with the classification and how do you plan to use this data?

Many help desk organizations use a simple Category / Type classification. The problem here and in any other classification is that technical staff do not perform classification and initial support, but relatively non-technical service desk agents and contact persons.

The initial classification does not need to establish root case or predict technical resolutions but rather to enable initial support. Support ticket classification and categorization necessarily becomes more refined as the ticket progresses and more is learned via the investigation or diagnosis activities.

When a ticket is initially recorded, the best that the analyst can typically do is to identify the service. In a further ticket processing, there should be an additional classification tag where the root cause can be documented and subsequently recorded and reported.

Using this approach,HelpDeskSAAS has established a support ticket Tags feature, which allow to record classification for initial support, as well as additional classification that determine the root cause. Both classification tags can be added to support ticket in any ticket state, and can be used for reporting purposes.

New features for chart & report creation, enhanced knowledgebase article editing, four different layout design schemes, and much more.

On May 01, 2011, HelpDeskSAAS introduced Release 3 of its product line. HelpDeskSAAS Software Version 3.0 provides important updates for chart and report creation, numerous data mapping enhancements, new features for knowledge base editing, almost totally new layout design, support for the latest versions of major browsers, much more!

You can access the new release using your current login credentials and learn more about HelpDeskSAAS. Visit the HelpDeskSAAS signup page to register for free 15 day Premium plan trial.