Efficient Customer Request Management

Requests for service and support can be created automatically from incoming e-mails and through web forms, which are available to capture details from end-users. Predefined templates allow commonly occurring incidents to be handled quickly whilst recording all the details necessary for analysis and accurate reporting about the support activities.

Automatic notifications of support technicians and customers throughout the incident life cycle improves customer satisfaction and custom resolution codes enables trend analysis and the development of proactive support measures, which further improve satisfaction.

SupportDesk provides a complete thread of activity associated with a support request, including any email updates, and can optionally make this information available to customers through the web interface.

Service Level Management >>>