Efficient ticket management is crucial for smooth customer support. Our helpdesk software solution optimises the entire support process – from automated ticket creation to seamless integration with project and process management tools.
Key features at a glance
- Ticket creation from phone callsNo request goes unnoticed.
- Easy link to project managementConnect tickets directly to ongoing projects.
- FAQ suggestions directly in the ticketFaster answers through intelligent suggestions.
- Automatic status updates for customersTransparency without extra effort.
- Link to process managementOptimisation of support workflows.
- Manage service level agreements (SLAs)No contract breaches thanks to automatic monitoring.
- Knowledge transfer for easy onboardingNew employees become productive faster.
FAQ – Helpdesk
Can I create a ticket directly from a phone call?
Yes. You create tickets directly from phone calls, so that no request gets lost.
Are customers informed about the status of their ticket?
Yes. Customers receive automatic status updates without you having to notify them manually.
Can I monitor SLA deadlines in the Helpdesk?
Yes. You manage service level agreements (SLAs) directly in the Helpdesk, and support staff are informed about deadlines automatically.
Does the support agent see relevant FAQs directly in the ticket?
Yes. The FAQ display in the ticket suggests suitable answers for recurring enquiries.
Can tickets be linked to ongoing projects?
Yes. You link tickets directly to ongoing projects in Project Management. The Helpdesk is also connected to process management.
