Help Desk, Ticketing and Support

Overview

Potentially up to a quarter of help desk queries can be sorted entirely through automated responses, reducing costs to near $0 and immediately closing the ticket. Password resets and similar repetitive administrative queries like these are perfect for automation, freeing up support staff to tackle trickier problems.
But automation can also assist more complex situations:

• Reminders - Linking actions to communications keeps both support staff and customers on track to close the ticket. Automating reminders to ensure everyone does their part gets things done.
• Escalations - If an issue can’t be readily resolved or if it surpasses a cost threshold, it goes automatically to a higher tier of manager to be handled. Configure the parameters down the individual account, if needed.
• Service packages - Customers who put in repeat tickets or need a lot of support can get communications based on their behavior. Maybe they would benefit from a support service upgrade.
• Automate the marketing to sell more maintenance.
• Incoming help desk requests can also be automatically assigned a specialist ticket based on keywords in the text.

Internal users will find it easier to self-solve problems with the benefit of a portal with a knowledgebase core:

• Wiki articles link to related information, reducing time spent searching or waiting for response
• Community style knowledge contribution means colleagues learn from each other
• Team chat casts a quick net before going to help desk