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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:

  1. Telephone support (Landline / Mobile)
  2. Email support
  3. Online chat support (WhatsApp Group)
  4. Ticketing system or service portal
  5. Onsite visits
  6. Remote Access (System/Network/Software/Web)
  7. Video Tutorials and Knowledge Base for New and Current Employees
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We're uniquely positioned to partner with the world’s largest businesses in their transformation journeys

  • Transparent Business Correspondence
  • Dedicated 24/7 IT Technical Support
  • Team of Expert Engineers and IT Consultants
  • Quality Assurance and Testing
  • Data Analytics and Business Intelligence

 

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