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helpdesk
Our hosted Helpdesk application allows you to do what you want to do, which is focus on your Customers. It allows you to focus on your business instead of your support software, by taking the support systems daily housekeeping tasks away from you. It also allows you to keep a record of communications with your Customers by saving your communications with them and providing a link to them when you need them. Entirely hosted by us, you won't need any hardware, there's no time consuming software installations and new features are free and automatic. Find out what's new with the Helpdesk...
- Easy to use
- Historical data on your conversations with your Customers
- Great search functionality
- Reporting and statistics
- A hosted solution
- Collect email from any POP3 account
- Notification of new tickets
- Predefined response subjects and templates
- Integration with the Knowledge Base
- Internal messaging
Easy to use
A crucial aspect of any support software is that it is easy to use. If not then you will end up fighting with it instead of helping your Customers. We pride ourselves on the fact that the Helpdesk is purposefully simple to use yet powerful and easy to use by even the least technical of users.
Historical data on your emails to your Customers
Keeping all your emails to your Customers is essential if you want to provide a good and personal service. The Helpdesk provides this by keeping all your emails to your Customers and making them easy to access from every ticket, and also via the search function.
You can also add notes to a ticket without it being sent to a Customer for internal communication.
Great search functionality
A crucial aspect of any information storage software is its search functionality. The Helpdesks search is designed to show as many relevant results as possible. This means it is easy to find past conversations with Customers, and subsequently be more personal with them. This is good for Customer relations and makes your Customer Service staff appear more informed.
Reporting and statistics
The reporting and statistics system provides in depth information on how your Helpdesk is being used and by how much. Not only that but every ticket provides you with a list of past emails to that Customer, so you can see just how many conversations you've had in the past.
A hosted solution
Being a system entirely hosted for you, there is no time-consuming installation to perform, no hardware requirements, no compatibility problems, and no hassle of having to upgrade. All software upgrades are automatic and free - new features come at no extra charge! All you have to do is add a snippet of code (which we generate for you) to your administration system or bookmark an address and you're immediately set to go. Our servers are hosted at world-class data centres based in Germany to allow us to offer excellent performance and maximum uptime. Backups are done automatically on a daily basis.
Collect email from any POP3 account
To make things easy, the Helpdesk collects email from a POP3 account. Simply have your support email address directed to a POP3 account, and we can check it and get the email from it.
Notification of new tickets
If you don't get all that many tickets we can send you an email when you do. This allows your focus to be elsewhere, and you still won't miss any emails from Customers.
Predefined response subjects and templates
To save you a lot of time you can predefine common responses and subjects. These responses are easily available from simple drop down lists and can save you time by not forcing you to rewrite the same thing multiple times.
Integration with the Knowledge Base
If you have the Knowledge Base open at the same time as the Helpdesk you can easily get the URL for the question you're viewing to use in your Helpdesk responses.
Internal messaging
The Helpdesk has an internal messaging system which allows you to quickly leave a message for another operator. They will get this message when they next login to the Helpdesk.
