Help Desk Software, Customer Support Software, Helpdesk Software


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Home > Modules and Features

e11 help desk software is composed of a number of modules. We logically divide them in three broad sections:

Public self help:

This section becomes the integral part of your website. Through self service users can search from the knowledge base and get the desired result in their own natural language. You can reduce incoming tickets or queries to a great extent by appropriately managing the content of this section so that the routine queries can be solved by your customers themselves by browsing through this section.

Administrator and Representative:

This interface is meant for administrator, managers, employees, Customer Representatives of your organization. Here they will able to perform a number of tasks such as Work Flow Management, Trouble Ticket System, Knowledge Base Management, Email Management System, Report Engine. See Admin and Rep Manual.
Customers/ Ticket or Request or Mail Originator

Through this interface your customers can perform a number of actions like Customer Help Desk, self help, trouble ticket generation, ticket updation and tracking, profile management and FAQ. Your customers can send you requests via email, fax, phone, live chat. All the email requests are automatically logged into the help desk and their unique ticket number is generated. Customers can keep track of all the requests sent through various channels through your online help desk thereby making your organization completely customer centric.