HelpDeskSaaS Features
Everything you need to build and run your help desk application, based on your unique needs and degree of readiness.
360-degree view of the ticket management
As a central part of HelpDeskSaaS, ticket management controls all help desk tasks, and provides a simple interface for ticket processing booth on support stuff’s side and the end users’ side.
Automation and escalations
Automate daily actions as routing and assignment, define escalation rules for time before deadline or after deadline, escalating time in hours, and specialist to escalate to when time expires.
E-mail notifications and alerts
Based on predefined notification rules, your customers, agents, or managers are automatically notified when a new event has occurred.
E-mail templates design
E-mail templates give you an easy way to predefine your email layouts. Each template can use a different set of ticket attributes, such as ticket subject, ticket ID, date created, user, etc.
Multiple Queues
Create queues, and using configurable rules, give the ability to automatically filter incoming tickets into those queues.
File attachments
Add attachment files (such as ZIP files, screen-shots, PDF, Word and Excel, and other binaries) upon ticket creation and response .
Built-in Time tracking
HelpDeskSaaS monitors (in minutes) the duration of each request, ensuring that managers know how much time is spent on each request.
Internal note recording
Private notes within a ticket provide a neat way to discuss a request internally before providing the customer with a response.
Powerful Search
Find tickets and solutions based on keyword and/or description. User can enter the target keywords and search through the entire ticket list.
Interactive Reporting
Interactive Reporting is an innovative new technology that allows end users to customize reports, thereby putting more power in the hands of users.
Custom form fields
Add your own custom fields to record information in help desk ticket entry form. Custom fields can be text input, radio button, or selection lists.
History
All changes made during the processing of a ticket are maintained to facilitate audit processes. Every time a change occurs, HelpDeskSaaS automatically records all ticket activity.
Browser-based interface
Because HelpDeskSaaS is a browser based application built from the ground up, users are not required to install any special software on their workstations.
Permission-based access
The permission system gives you fine-grained control over what exactly each user can do, and the ability to isolate access points for a single customers’ group.
Public or private site
Allow visitors to access part or all of a site without having them sign in. Depending on your organization’s requirements, you can close the site to anonymous visitors.
Extended Reporting Set
Get a report on virtually any dimension of your requests: unresolved high-priority tickets, number of tickets per customer, average resolution time, estimated vs. actual time taken, etc.
Simplified administration
The administration includes users, groups and permissions, monitoring the server’s usage, and configuring the particular settings.
Website integration
Add your own logo and custom text in just a few mouse-clicks. Configuring the appearance fields allows you to manage Header, Welcome Page and more.
