Helpdesk module

If a customer contacts you because they are having problems with your product, you have to react quickly. Ensuring longterm valuable customer relations requires that you get the level of service just right. The Helpdesk module can help you achieve this goal.

Professional service with the Helpdesk module

Helpdesk supports service employees with the processing of service and support requests.

React quickly and efficiently to your customers' requests. Your customer service employees will be thrilled at just how easy support tickets can be generated. And your customers will be amazed at just how quickly you respond to their requests.

  • Helpdesk provides you with the perfect overview. You will see which product or service a customer is using, which individual agreements have been made, or even which service contracts are currently running.
  • Our Helpdesk module helps you to transfer tickets to other employees, or manage your tickets in trouble ticket pools.
  • Define individual rules so that employees receive notifications of when new tickets have been cancelled or when they have been delegated.
  • The Helpdesk module helps you to track and account for all the service costs associated with each service request. As a result, you have full control of the service costs.
  • You can document your customer's individual service requirements by analyzing the number of trouble tickets per customer.
  • After a trouble ticket has been processed, the results can be stored in a FAQ database. This helps to save time with repeat requests, when a known support request comes in, the solution can be found in the FAQ database thus saving time and money. The FAQ documents are at the disposal of the support employees and can be searched easily.
  • Ticket actions give you the ability to merge one or more work procedures. All of the process phases, from accepting a new ticket, to its reallocation and assignment to a responsible employee are mapped and depicted as an action in the module.

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