HelpDesk module can be used by Telecom, IT, and any other industry that is experiencing a large number of requests and should solve problems as soon as possible.
Our HelpDesk module has the following features:
- Make a new ticket creation in one screen (instead of 3 step wizard);
- A ticket can be created via support email;
- A ticket can be assigned to a single user, multiple users or a whole Department (email will be sent to all dep users);
- A ticket can be edited or deleted prior to being assigned only;
- An assigned ticket can be reassigned to the next user/department;
- Unsolved ticket hourly reminders during working hours;
- Change ticket status to "Solved" by Responsible and an email notification is sent to an Author to close the ticket;
- The dedicated "Customer Care" group has the ability to see and close the tickets;
- Date Overdue can be set by the Author of the ticket;
- Several ticket templates can be adapted to your needs;
- A dashboard with ticket statistics is available (Total, Overdue, High priority tickets);
- Ticket table with a filter;
- Email templates for the New, Reminder and Solved tickets;
- Export filtered tickets to Excel;
- Detailed Log entries;
- Active Directory user/department sync;
** Ticket status check webform can be added to your website.
*** SMS notifications can be added to inform client/staff of the ticket status.
Ticket table with a Filter:
Ticket dashboard:
Bitrix24 HelpDesk Flowchart:
