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Helpdesk and Service Automation
Help desk can convert the emails into requests automatically. It also enables you to assign technicians to attend the requests, view conversations, classify based on urgency etc.The helpdesk module can
fetch e-mails (sent to support@yourcompanyname.com by your customers)
and automatically convert them into requests. These requests can be
then assigned to the appropriate technicians for resolution. Being
web-based, the requests can be viewed by multiple teams such as
operations team or the onsite technicians team or even the management.
Key features of this module are:
- Automatic email fetching
and association - This is the most effective way of using helpdesk
module. Just publish an email id to all your customers and then
configure MSP Center Plus to fetch mails.
- Conversation capture: See the entire email conversation between helpdesk and the customer on a single view.
- Automatic
acknowledgement: You can set auto acknowledgement for all emails
received with a link pointing to the actual request page.
- Customer
satisfaction measuring module: You can run surveys on completion of a
specified number of requests to measure the satisfaction level.
Service Automation is very useful during
conditions when your technician goes onsite. This simplifies in keeping
track of your technician's schedules, activities, bill time, expenses
and the issues onsite. It also enables the technician to update his
status on the issues onsite, he can acknowledge and can record report
on the same.
To go Desktop Management or Remote Monitoring click on the appropriate module from Jump To tab.
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