Our helpdesk ticketing system is a software tool that helps your organization manage and track customer support or internal service requests. It's commonly used by IT departments, customer service teams, and other support functions.
Brief overview of our software key components and features
TICKET CREATION
Manual Entry: Tickets can be created by support agents or employees entering requests.
Automated Entry: Tickets can be automatically generated from emails, chats, or forms submitted on a website.
TICKET MANAGEMENT
Categorization: Tickets can be categorized based on the type of issue (e.g., software, hardware, billing).
Prioritization: Tickets can be assigned priority levels (e.g., low, medium, high) to ensure critical issues are addressed first.
Assignment: Tickets can be automatically or manually assigned to specific support agents or teams.
TICKET TRACKING
Status Updates: The system tracks the status of each ticket (e.g., open, in progress, resolved, closed).
SLA Management: Ensures that issues are resolved within agreed-upon timeframes (Service Level Agreements).
COMMUNICATION
Internal Notes: Agents can add internal notes to tickets for collaboration with other team members.
Customer Communication: Agents can communicate directly with customers through the ticketing system, ensuring all communication is logged.
REPORTING AND ANALYTICS
Performance Metrics: Track metrics like response time, resolution time, and customer satisfaction.
Trend Analysis: Identify common issues or trends to improve overall service.
INTEGRATION
Third-Party Tools: Our ticketing system integrate with other tools like CRM systems, email, chat, and monitoring tools.
Automation: Use automation to streamline repetitive tasks, such as routing tickets to the appropriate team.
USER INTERFACE
Agent Portal: A dashboard for support agents to view, manage, and resolve tickets.
Customer Portal: A self-service portal for customers to submit and track their own tickets.
CUSTOMIZATION
Custom Fields: Add custom fields to tickets to capture specific information.
Workflow Rules: Define custom workflows and rules to automate ticket routing and escalation.
SECURITY
Role-Based Access Control: Ensure only authorized personnel can access or modify tickets.
Data Encryption: Protect sensitive data through encryption, both in transit and at rest.
Support Channels
Communication Methods: The channels through which IT Technical support can be accessed, such as:
Telephone support (Landline / Mobile)
Email support
Online chat support (WhatsApp Group)
Ticketing system or service portal
Onsite visits
Remote Access (System/Network/Software/Web)
Video Tutorials and Knowledge Base for New and Current Employees
Services
Our approach leverages our experience and partnerships to ensure mutual growth and business development.
Customer Services Excellence Award
PWC Dnata LogisticsUAE, 2015
Technical Support Partner Award
CNPC Islamabad, 2015
Customer Partnership Excellence Award
Infusions PakistanIslamabad, 2024
Best Collaborative Partner Award
Leaside Driving AcademyCanada, 2023
Best Collaborative Partner Award
Skyline Limo ServicesCanada, 2024
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khurram Ajaz Bhutta
Trustindex verifies that the original source of the review is Google.
very much responsive, supportive people in this company, my all IT issues are gone after contacting this company, cheers.Thanks Web Help.👍
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2 favrit
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A true professional and highly skilled team. Keep it up .
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Muhammad Abbas
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Amazing Experience.
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Waqar Qaseem
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Professional staff. .Very co-operative..Good company.
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khawar a
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Excellent service!!!
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Mubashir Omer
Trustindex verifies that the original source of the review is Google.
very nice guys you guys doing fantastic work keep going and growing
Best wishes
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malik zeeshan
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Solution of all IT problems at one platform
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Mohsin Abbasi
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Top class professional approach . Truly u guys are awesome ...
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Nayab Aser
Trustindex verifies that the original source of the review is Google.
Awesome and very professional behavior.
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