A Help Desk Software as a Service that lets you use a help desk application without any infrastructure costs.
Do you want to run a help desk that your team members and customers can access over the web? HelpDeskSaaS is built for you. Use our intuitive and feature-rich Software as a Service (SaaS) solution to build and host your custom help desk application. You can choose what data to collect from customers’ requests form and get your help desk application online within minutes!
Help Desk Ticket Management
Offer 24/7 support to users from any web browser and reduce the volume of support calls and e-mails.
Standardized actions to submit, track and solve help desk tickets
A robust and easy-to-use help desk that helps organizations automate their customer service and IT support processes to deliver consistent, reliable and superior service to both internal and external customers.
Reply to customer requests, and receive customer reply notifications
The ticket search capability allows you to find requests and solutions based on any field, data or keyword. Complete change history of a request is maintained to facilitate audit processes. You can also use internal notes to exchange information among team members.
Send automated e-mail notifications
HelpDeskSaaS keeps you up-to-date with timely e-mail notifications and alerts — when, where and how you want them. These notifications are based on flexible criteria, and are sent to a several parties after triggering on different ticket’s events.
Define automated routing and assignment rules
Using a simple rules engine, set triggers for both end-user and agent actions. Simply specify conditions and desired behavior for every action. You can set triggers for different users, user groups or any other ticket attribute.
Business logic lets you create an extensive set of automated responses, based on user actions and specific events, to support business process in your organization. These can include email notifications and field updates. For example, email can be automatically sent based on any criteria, such as whenever a ticket’s status changes. Business logic lets you automate your own business-specific workflows, further extending HelpDeskSaaS’ functionality.
Knowledgebase
The integrated knowledgebase allows you to create a collection of articles and commonly asked questions with their answers. You can group these into hierarchical categories and set them to be either visible or private (for support staff only). The client area offers the user the choice of browsing through the articles in your knowledge base or searching based on keywords they enter.
HelpDeskSaaS offers a powerful access to knowledge system at its core. Your past and present solutions represent a wealth of knowledge. Quickly and easily access that information is essential, so that the hard-won knowledge of your support staff is put to good use.
Grouping solutions
Group solutions by topics and sub-topics to facilitate easier access and access Most popular and Most recent solutions quickly using preset views.
Simplified and flexible modifying
Flexibility to edit articles in WYSIWYG mode. No other external application is required for editing articles.
Self-Service Portal
The HelpDeskSaaS Self-Service Portal raises your service desk to new heights of productivity: unlimited number of internal and external customers can submit support tickets from their web browsers, check their statuses, and also search the knowledge base. Support agents with the appropriate access permissions can monitor the entire service support functionality from the browser of any web connected computer.
Reduce call volumes to your help desk with a Web-based self service portal where users can search the previous solutions, submit a request or check the status of their open requests.
End User ticket submission and tracking
End users can submit new requests or check the status of their open requests via simplified web form.
Customized ticket form
Using system and custom form fields, you can decide what information should be captured in a submission form.
Administration and Customization
Business users can tailor most of the applications themselves and changes can be made on the fly. All components are easily configured to present the data needed in the format that makes most sense to the user.
User management
HelpDeskSaaS interface provides administrator with powerful and flexible multilevel user access control. Here you can create, edit and delete users or set specific privileges for different users or user groups.
Themes and appearance
You can change theme on the fly. Apply your company logo and design header text.
Interactive Reporting
Get reports on help desk load and track each agents’ efficiency
An Interactive Report displays a predetermined set of columns. The report may be further customized with an initial filter clause, a default sort order, control breaks, highlighting, computations, aggregates and a chart. Each Interactive Report can then be further customized and the results can be viewed, or downloaded, and the report definition can be stored for later use.
An Interactive Report can be customized in three ways: the search bar, actions menu and column heading menu.
