▲ Report image
Description:An automated issue tracking and helpdesk ticketing system for multiple technicians, Team Helpdesk provides you and your team with all the necessary tools to log, collaborate, analyze and assist in the resolution of helpdesk issues right in your Outlook. More importantly, it can automatically process incoming support request emails, assign relevant technicians, enforce service level, set due date and send automated notifications, to cut the overhead of manual tasks significantly while making it easier for team to work flexibly. The inbuilt knowledge base besides acting as an effective knowledge sharing medium, helps in improving the average 'First Call Resolution' timing significantly, as technicians find resolution to problems quickly. With the asset management and tracking module, technicians can easily view every problem and incident ever reported on a specific asset. Apart from emails, it can also integrate with fixed phones, Skype or SMS and supports relaying helpdesk response over these communication channels too.
With the Technicians Web Access site, remote technicians can simply log on to Team Helpdesk system via a web browser, to work on their assigned support cases. Furthermore, on the Customer Web Service site, end-users can submit new support requests via a web form, check status, or search through the knowledge base for first level support. For evaluating helpdesk performance, senior managers can use the integrated OLAP statistics tool, to display and analyze support cases data in grids, charts and graphs, and extract reports and business intelligence which in-turn can ensures timely decision making for improved service of the helpdesk.
Team Helpdesk for Outlook helps you to improve your efficiency to enable faster response time and higher productivity; thereby ensuring end-users receive better and timely service.