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How HelpDesk benefits your business
Our Engagement Models for developing cutting-edge Software Solutions
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Unified Ticketing System
Provides a unified ticketing system that consolidates customer inquiries from various channels into a single platform, providing a centralized view for support teams. IT streamline the process of identifying, tracking, and resolving customer issues, leading to faster and more effective problem resolution.
Automation of Routine Tasks
Helpdesk Pro automate repetitive tasks, such as ticket creation, categorization, and assignment, allowing support teams to focus on more complex issues and strategic activities.
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Improved Customer Satisfaction
Prompt responses, consistent communication, and timely issue resolution contribute to higher customer satisfaction, fostering positive relationships and customer loyalty.
Data And Analytics
Helpdesk pro generate valuable data and analytics, offering insights into customer behavior, common issues, and performance metrics. This data-driven approach enables informed decision-making and strategic planning.
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Cost Savings
By automating routine tasks, reducing manual intervention, and minimizing downtime through swift issue resolution, helpdesk solutions contribute to overall cost savings for businesses.
Scalability & Flexibility
Helpdesk Pro is scalable to accommodate the growing needs of businesses. They also provide flexibility for remote work, ensuring that support teams can effectively operate from different locations, contributing to business continuity.
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How we do
Explore service capabilities
Dynamic Category & sub-category creation
Ticket creation based on categories and subcategories streamlines issue classification, ensuring accurate assignment, prioritization, and faster resolution of support requests.
Ticket Assignment & Tracking
Enables efficient ticket assignment and tracking, ensuring accountability, streamlined workflows, and real-time updates for quick issue resolution.
Customer360 view
It provides a comprehensive overview of customer interactions, enabling personalized support, better engagement, and informed decision-making.
Team Inbox
Team Inbox centralizes customer communications, ensuring unified collaboration, streamlined responses, and improved visibility for efficient support management.
Linked Tickets
The Linked Tickets feature connects related issues, enabling streamlined tracking, contextual insights, and efficient resolution of complex support requests.
Parent Child Ticketing
Parent-Child Ticketing organizes tasks hierarchically, linking main issues with sub-tasks for better tracking, coordination, and streamlined resolution.
Intelligent Routing
Automatically directs tickets to the right agents, enhancing efficiency, response time, and customer satisfaction.
Round Robin
The Round Robin feature in HelpDesk Pro evenly distributes tickets among agents, ensuring balanced workloads and faster response times.
Online / Offline Agents
This features manages agent availability, optimizing ticket assignment and ensuring continuous support coverage.
Automatic Notifications on Ticket Progress
This feature keep customers and agents informed, ensuring transparency, timely updates, and enhanced communication.
Automated Repsonses
Automated Responses provide instant acknowledgments and predefined replies, enhancing efficiency and maintaining consistent customer communication.
Maker - Checker Workflow
The Maker-Checker feature in HelpDesk Pro ensures accuracy and accountability by requiring approval before ticket actions are finalized.
Escalation Matrix
The Escalation Matrix in HelpDesk Pro allows customized escalation rules based on product, solution, or categories, ensuring timely issue resolution.
Service Level Definition
The feature helps in setting precise response and resolution timelines, ensuring consistent service quality and customer satisfaction.
Single View on SLA
The Single View on all SLAs in HelpDesk Pro provides a comprehensive overview, enabling efficient tracking and SLA compliance management.
Article Creation and Management
Allows creating, editing, and organizing help articles, ensuring accurate, up-to-date information for customer self-service.
Categorization and Tagging
Organizes articles using categories and tags, making it easier for users to find relevant solutions quickly.
Search Functionality
Advanced search enables users to find articles using keywords, enhancing accessibility and user experience.
Version Control
Tracks article revisions, ensuring content accuracy and allowing rollbacks to previous versions if needed.
Rich Text Editor
Provides a user-friendly editor for formatting content with images, videos, and links, enhancing article clarity.
Internal Notes
Allows agents to add private notes to tickets, facilitating team communication without customer visibility.
Shared Team Inbox
Centralizes communication, ensuring all team members have visibility on ticket status and customer interactions.
Ticket Sharing and Handoff
Facilitates smooth ticket transfers between departments or agents, ensuring seamless issue resolution.
Activity Logs
Tracks all actions on tickets, maintaining transparency and accountability within the support team.
Ticket Creation and Tracking
Allows customers to create and track ticket status, ensuring transparency and proactive issue management.
Knowledge Base Access
Provides customers with self-service access to help articles, reducing dependency on support agents.
Customizable Branding
Allows customization of the portal’s look and feel, maintaining consistent brand identity.
Ticket History and Archives
Displays historical ticket data, helping customers reference past interactions and resolutions.
Chatbot
Allows option to use chatbot for opening a new ticket or view status of a ticket from the self-care login..
Email Integration
Seamlessly manages customer emails as tickets, ensuring organized communication and efficient response tracking.
Social Media Integration
Handles customer interactions from platforms like Facebook and Twitter, maintaining consistent multi-channel support.
Phone Call Logging
Logs call details as tickets, ensuring accurate documentation and follow-up of voice interactions.
SMS Notifications
Sends automated SMS updates on ticket status, keeping customers informed on the go.
Omni-Channel Dashboard
Consolidates all communication channels into one dashboard, providing a unified view for efficient management.
RBAC ( Role Based Access)
Manages user permissions based on roles, ensuring secure and restricted access to sensitive data.
Audit Logs and Activity Tracking
Records all user actions, maintaining transparency and aiding in compliance and security audits.
Custom Permissions and Roles
Enables creation of custom roles with specific access rights, ensuring tailored security management.
Reporting and Analytics on Governanc
EProvides insights on access logs, approval trends, and compliance metrics for informed decision-making.
Real-Time Dashboards
Provides live visualizations of key metrics, ensuring quick insights and informed decision-making.
Custom Report Builder
Allows users to create tailored reports, focusing on specific KPIs and performance indicators.
Pre-Built Reports
Offers ready-made reports for common metrics like ticket volume, resolution time, and agent productivity.
Agent Performance Analytics
Evaluates agent productivity and efficiency, supporting performance management and training needs.
Ticket Volume and Backlog Analysis
Analyzes ticket inflow and backlog trends, helping optimize resource allocation and workload management.
Align your goals.Improve your ROI
Helpdesk Pro Software for today's
A fit-for-purpose solution with integrated asset management, designed to let you focus on supporting your organization without arduous implementations.