| Flexible
Architecture |
|
Automatic
Responses |
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Help Centric is scalable, making it a perfect fit for large
organizations or departments ... down to the one technician size shop. |
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• |
Includes preset ticket "responses" that
automatically send the requester an e-mail when a ticket is closed.
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| • |
Includes a FREE contact manager that enables you to
gather personal and company info for each user.
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• |
Automatic "responses" standardize
common help ticket resolutions, and speed up the process of closing a ticket.
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| • |
"Customer Matching" matches the user account
and/or e-mail address with an existing contact profile in the database.
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• |
New automatic responses can be added to the database,
customized to meet your organizational needs.
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The administrator and technicians can search the knowledge
base of previous ticket solutions to minimize response time.
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• |
With customer matching and automatic responses, closing
a ticket for a forgotten password is a breeze.
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| Technicians Application |
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History and
Tracking |
| • |
The Help Centric Work Queues
application offers your technicians the ability to login and see only the help tickets that
were assign to them.
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• |
Help Centric includes a
unique Help Ticket History and Tracking Module that assists customers and
administrators alike. |
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The work queue can: segregate
open or closed tickets, be filtered by "problem type" and be sorted 5 different ways.
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• |
The help ticket
"History" allows the user to view the ticket details online, and get
status updates.
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| • |
A notification e-mail is sent to the admin each
time a ticket is opened to alert them to check their work queue and assign it to a technician (optional). |
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• |
The "Tracking" module
allows customers to view which steps have been completed by the
administrator.
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