Help Desk Software - Admin Interface Features

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e11 Help Desk Software Demo
	Administrator Features

Request Routing/Assignment:

	Customer requests can be automatically routed based on number of user configurable rules.
	Requests can also be manually assigned and reassigned or transferred.
	Work items associated with an request may be assigned or transferred to others, while maintaining the ownership of the request itself.
	Parts of Requests can be assigned to a number of Representatives simultaneously. Owner of request can collate everything and send it to the customer.
	Requests can be manually created and routed from any screen.
	Customer can create requests through a web based interface.

Request Escalation

	Automatically escalate service requests based on business rules or policies of the organization.
	Manually select priority and status of a request and escalate to the next level.
	Time based escalations based on priority or product type etc.

Request Tracking

	Customer "request for service" request creation and updating.
	Get account and contact information for each request, create and edit them.
	View history for all requests open/closed against each contact.
	Customer can track the entire request history through a web based interface.

Request Reporting

	Select from a list of pre-configured reports to display the activities against a request, tracked through an account, a contact or a product.
	Patterns of problems being reported.
	Report manager lets the user create reports based on the unique requirements.
	Create new reports and categories.

Customer History

	Maintain a log of all interactions across communications channels (web, email) against a contact for Service call requests.
	Obtain contact activity history from the account or product perspective.
	Complete profile of the Customer and an intelligent Address book is built into the customer history.

News

	News is shown to the customer as soon as they login to the helpdesk. Suppose if you are a hosting company and there is a problem with a particular Linux server, then you can flash that News through this module. If the customer will read the news he will not raise a request related to that.
	Same way News can be shared with the Representative and Managers.
	Different News for clients and Representatives.
	Publish and Unpublished dates.
	News can be categorized according to location, division and categories.

Electronic Mail

	Send e-mail from any screen.
	Inbound emails can be automatically recorded, requests created and assigned to representatives based on email content, customer or product.
	Manage email folders, IMAP and POP interfaces.

Customer Self-Service

	Customer self-service: A part of the knowledge base can be available to the customer website as intelligent FAQs.
	Customers/partner can create a support request (case generation) from the web site through the web form integration capability. The support request is then automatically assigned to a customer support representative.

Task Reassignment

	Use business rules and escalation processes to automatically re-assign or transfer tasks.
	Manually re-assign or transfer tasks.

Routing

	Requests from emails and web forms can be automatically routed to the agent with the appropriate skills or availability or to user defined groups.
	Requests are grouped according to departments, priority (low, med, high, urgent) or status (open, on hold, closed).
	Simple yet intuitive interface to reply to tickets with ability to send emails to a customer, attach documents, signature or send request details (Creation Date, Last Update Date, Last Update by etc).
	Ability to email the status report of a request to the customer.