Service Management
The clock starts the moment a customer request arrives.
Requests from email, web form, customer portal and API on one service desk. SLA targets, automatic assignment and reports for customers prove every promise.
The faster your support team, the more loyal your customer.
Whatever the channel, a request gets a number, goes to the right person and the SLA clock starts on your business calendar. The customer follows the status in the portal, confirms the resolution and rates their satisfaction.
- Four channelsEmail, form, portal, API.
- SLA engineAware of business hours.
- CSATOne-click satisfaction survey.
Service Management, in full.
Everything the module offers, topic by topic.
Request channels
However your customers want to reach you.
- Automatic tickets from email; replies land on the same ticket
- Form and widget embedded on your site with one line
- Customer portal with email code sign-in
- Ticket API for customer systems and a service catalog
SLA engine
The clock follows what the contract says.
- First response and resolution targets by priority
- Calculation aware of business days, hours and holidays; 24×7 if needed
- The clock pauses while waiting on the customer
- Alerts at 75 and 90 percent, manager notified on breach
Assignment and teams
The right request to the right person, without waiting.
- Rules by category, priority, customer and keyword
- Assign to a fixed person, round robin or least loaded
- Pool, take ownership and teams
- Ticket tasks (subtasks) and My Tasks agenda
Problem management
Solve the same issue once, not a hundred times.
- Link tickets to one problem, or turn a ticket into a problem
- Root cause and workaround
- Bulk customer notification on linked tickets when the problem is solved
- Optional bulk close
Customer experience
The customer is part of the process and owns the outcome.
- Canned responses with placeholders
- Customer CC and internal watchers
- Resolution confirmation; automatic close if no answer
- One-click satisfaction survey on close, alert on low scores
Contracts, time and reports
Show the value of your service with reports.
- Contract support quota with alerts at 80 and 100 percent
- Billable and non-billable time logging
- PDF and Excel SLA reports for customers, scheduled delivery
- Operations dashboard, workforce and customer workload reports
How does it work?
- A request arrives
Email, form, portal or API; numbering and customer matching are automatic.
- It is assigned
Rules hand the request to the right person and the SLA clock starts.
- It is solved
Replies, tasks and time on one screen; the customer confirms the resolution.
- It is reported
SLA compliance, CSAT and time spent go to the customer in a report.
From startup to enterprise.
The same module grows with your company.
Organize your first support requests
Numbered tickets, canned responses and a satisfaction survey instead of a shared inbox.
Make promises with SLAs
Targets on your business calendar, quotas and automatic alerts for contracted customers.
Multi-desk operations
Several service desks, teams, problem management, an API and regular SLA reports for customers.
Better together.
This module works on the same customer record as the others.
