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Ticket Management

One of the key features of Helpdesk is its ticket management system, allowing you to efficiently and accurately resolve customer issues. With Helpdesk ticket management software, you can assign issue tickets to specific members of staff, set ticket rules to ensure that issues are sent to the right person for the job, and leave private notes on tickets to avoid confusion.

We have developed our software to ensure your business has industry-leading efficiency, and that the handling of issues and queries from customers is as quick and thorough as it can be.

Helpdesk also enables you to close customer correspondence as soon as someone starts working on the issue to avoid duplication of work.

Ticket Management
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Ticket Management

Manage Your Customer Interactions

When tickets start coming thick and fast, it is important to be able to manage the influx and stay on top of your customer correspondence. Our communication management system consolidates all of your customer interaction, whether it be via social media accounts, emails, over the phone or through your website.

By keeping all of your customer communication in one place, it provides a clear overview of all your tickets, making it easier to search and sort through all your queries.

Assign priority levels to tickets, meaning the ones that need sorting straight away get dealt with as such. Never let key issues go waiting, and sort your tickets in a way that works for your customer support team today with Helpdesk.

By keeping all of your customer communication in one place, it provides a clear overview of all your tickets, making it easier to search and sort through all your queries.
Assign priority levels to tickets, meaning the ones that need sorting straight away get dealt with as such. Never let key issues go waiting, and sort your tickets in a way that works for your customer support team today with Helpdesk.

Comprehensive Filters to Access Tickets Quicker

We provide comprehensive filters that allow you to quickly sort through your tickets and only see the ones you want to see. Whether by time, date, customer level or ticket priority, it couldn’t be easier to locate the ticket you want and respond to your customer in the quickest time possible.
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Reassign Tickets

With Helpdesk, any issue can be quickly reassigned to a new member of staff so no resolution is delayed. Need someone with a different expertise? It couldn’t be easier to hand the ticket over to them, ensuring the customer always gets the best service.

Ticket Rules

Our innovative rules engine has been built to help organise your tickets and save your customer support staff time. By picking your own rules, you have control over how our automated system categorises your tickets as they come.

Promised your highest level customers top-of-the-range customer service? Set the tickets from them to be classed as high priority, meaning they will be answered in the quickest time possible.

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Promised your highest level customers top-of-the-range customer service? Set the tickets from them to be classed as high priority, meaning they will be answered in the quickest time possible.
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Teamwork Software

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Our system ensures a team can work well together by allowing private staff notes to be left in all tickets. Anything of interest can be recorded, meaning staff know what the customer has been informed, and what is being done to solve the issue.

This is ideal for when multiple agents from separate departments are working together on one ticket. Cross-team collaboration is a hugely useful tool when dealing with a complex issue, and shows a customer that every care is being taken to aid them in their problem.

Stop staff picking up the same ticket and both responding by using our disable response field software. As soon as one agent begins typing a response, the response field is immediately closed for all other agents. Making sure only one person is working on a ticket ensures time isn’t wasted and there’s no confusion for the customer.

This is ideal for when multiple agents from separate departments are working together on one ticket. Cross-team collaboration is a hugely useful tool when dealing with a complex issue, and shows a customer that every care is being taken to aid them in their problem.
Stop staff picking up the same ticket and both responding by using our disable response field software. As soon as one agent begins typing a response, the response field is immediately closed for all other agents. Making sure only one person is working on a ticket ensures time isn’t wasted and there’s no confusion for the customer.

Automated Canned Responses

Answers to repetitive questions or procedural messages can all be written and sent to your customers with automated personalisation, meaning you never lose that friendly touch in your customer correspondence, despite the responses being sent automatically.

Issues arise for all companies. It is how you deal with them that counts. Automated responses are key to riding these waves.

Provide all the information and reassurance a customer needs, saving you time and keeping customers happy that their questions are being dealt with immediately.

Issues arise for all companies. It is how you deal with them that counts. Automated responses are key to riding these waves.
Provide all the information and reassurance a customer needs, saving you time and keeping customers happy that their questions are being dealt with immediately.