All the tools needed for a smooth customer support.
SupportDesk Case Management allows you to add a link your website that will capture requests by the public.
The form that displays when the link is clicked can be customised by you to include the required fields and styling. Forms can be customised using SupportDesk’s Drag and Drop Forms Designer.
Once the end user has submitted their request the system can email an automatic reply to them, or it can be initiated manually once the request is being processed.
Case request handlers user can drill-down from the dashboard to new requests and start the handling process of Assigning the request, and progressing the status of the request.
Quickly search responses to previous Freedom of Information requests handled under the Freedom of Information Act.
Deadline dates and Warning dates are automatically calculated based on deadline selections. SupportDesk Case can issue alerts if the request goes beyond this warning date.
Requests can be added easily to the Disclosure Log by ticking the “Add to Disclosure Log” tick option at the bottom of the request screen. On pressing OK the DC Log entry is shown and can be edited to remove personal information and validated.
Report on outcomes, exemptions and other key performance indicators at the touch of a button, and customise and schedule Case reports using SupportDesk’s QuickReport Designer.
All or part of any requests can be delegated to other departments who will recieve an advisory email and subsequent reminders if the response is late. Department performance analysis helps to identify why Cases are breaching.
Allows detailed and catagorised capture of data breaches with a full audit trail of response actions and migitation strategies. The system can prompt when expected departmental responses are overdue.
SupportDesk Case Request Management Software helps public sector organisations such as local governement, NHS, public services and councils to ensure that Freedom of Information requests are progressed in compliance with government legislation.
Within SupportDesk Case, logged requests show up on the dashboard indicators of request handlers.
User defined dashboards to aid monitoring and management of Case management and avoid breaches.