Customer Service Management

Multiple helpdesk platforms enable you to heighten communication with your customers:
SupportDesk Customer Service Management software enables customers to log, update and interrogate their own helpdesk calls via the web self-service portal.
Enable customers to view read-only ticket information, such as the status of help desk calls or which engineer is working on their logged tickets.

Provide a KnowledgeBase/FAQs Area

Customers can also be offered the option to self-diagnose issues with access to Frequently Asked Questions: a specially screened area of your service desk KnowledgeBase.

Customer Relationship Management with sophisticated formula editor and intuitive filtering enables the creation of effectively targeted campaigns, with Sales Opportunities to manage new prospects.
CRM dashboards can be displayed for Customer Relationship Managers upon logging in to the service desk:

Identify which of the services you provide are performing best for your business by asking for feedback via Customer Satisfaction Surveys.

Schedule service desk reports to display Customer Service Management data such as Assignee Performance, Tickets Logged by Customer and Priority, Contract Expiration dates etc.
Use the KPI monitor to display real-time performance statistics and identify which tickets are in danger of breaching SLA.
Sort the KPI monitor view by specific parameters in the Customer Service Management process, such as Assignee, Customer, Status, Type, Priority etc.

Create custom forms to capture essential information, such as equipment request, starter, mover, leaver forms. The Drag and Drop Form Builder allows you to create your own forms with unique functionality and workflows.