Helpdesk - Service & Support

Things go wrong that's inevitable, its what we do about these incidents that sets us apart from the crowd. Using the Customer Service features in OpenCRM will help you perform, consistently, and in a metered and focussed way. Give your Helpdesk Technicians a tool that joins the dots rather than leaving them out in the cold.

Technicians can easily create tickets whilst taking telephone calls from customers or let your customers generate and manage their own tickets through your customer service portal. Tickets can also be created on receipt of customer inbound emails to your designated support address.

Enforce the selection of Contracts as part of the technicians ticket procedure helping you to track tickets against customer support entitlement. Filter and escalate tickets based on Priorities, Statuses, Severity or any other user defined data that you need.

Use pre defined escalation rules to make sure that no incident slips through the cracks. View Tickets using custom data views so technicians can easily work with the information that is most important to them. As a manager overview the Helpdesk to see where customer service is stalling so that you can maintain the highest levels of service.

Automate communication with your customers sending a Ticket 'open' email with their reference details and giving technicians an easy way to update customers with relevant comments. Save time when progressing a Ticket by being able to copy the comment information into the problem description or solution locations.

Display Tickets on-line using your customer service portal deciding which Tickets and Comments you would like to make visible. Allow customers to add comments to Tickets on-line and upload attachments. Have OpenCRM notify technicians automatically when comments are made on-line or when a reply to an email is received, emails are automatically recorded against the history within the Ticket.

Use statuses to track the progress of a Ticket and automatically change the status of a Ticket when the SLA period is due to be exceeded including monitoring periods of inactivity. Automatically change the status of the Ticket to 'needs action' when an email reply or on-line comment is received.

Link to FAQ's within your Tickets to track common recurring problems and make these FAQ's available to your customer on-line through your customer portal. Include links to these FAQ's within emails easily when communicating with your customer about their tickets.