HELP DESK / SUPPORT APPLICATION
Help Desk is a Help Desk / Customer Service Application. The application allows Clients/Customers and Back Office Personnel
to create Support Tickets complete with text descriptions and the option to add related documents such as MS Word, Excel, Adobe PDF, NotePad Text, and JPG or GIF
files.
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Easily communicate and remedy support related problems in a timely and rapid manner. Maintain constant and accessible documentation
of relevant tickets by performing searches for active and closed tickets.
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Allows uploading of multiple file format / mime types as designated by the Back Office Administrator.
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Back office personnel can also tag support tickets as billable and can create, edit and send eInvoices for ePayment through the
customer's Help Desk Desktop Manager.
| Example Uses |
- Help Desk system for Web Hosting or Web Development Company.
- Project Management System for Web Development Projects.
- Invoicing or Accounts Receivable system for any type of company that offers services with a larger paper trail, such as Law
Offices, Human Resources and many more
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| Support Tickets |
ASSIGN GLOBAL APPLICATION TITLES
- Application Title: Example - Help Desk, Support Center, Service Desk
- Case Ticket Title: Example - Service Ticket, Support Ticket, Trouble Ticket
- Case Ticket Prefix Example - HD1000, HD = Prefix - 1000 = Primary Key Database ID.
- Prefix prepended to all Ticket Titles above .
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| Build Custom Questionnaire Forms |
| Help Desk Associates can easily create, edit and import detailed questionnaires to be related to support tickets for
desired customers to gather additional information or to determine additional information. |
| Back Office Features |
- Create a customer profile just as if the customer were creating it them self.
- Initiate new trouble tickets, just like a customer can on the client side.
- Create invoices, related to support tickets, payable through this application.
- Manage attachment types or acceptable file formats that can be uploaded and related to trouble tickets. DISABLE
FILE UPLOAD OR INPUT TOTAL ALLOWED PER SUPPORT TICKET SUBMISSIONÂ (0 + files)
- Add & Manage Frequently Asked Questions.
- Add & Manage Related Help Articles and other types of content.
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| Client Side Features |
- New customers are able to complete just a few fields to start using the HelpDesk system. (E-mail, Password, Full Name or Company).
- Customers may initiate their own support tickets by providing detailed text comments.
- Customers have the option of uploading unlimited files such as graphic screen shots of errors and
any other file format(s) allowed by the application.
- All new trouble tickets are logged and an e-mail is sent to the admin e-mail(s) on record.
- Customers will also receive e-mails when their case has been updated and/or closed.
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| Credit Card Processing |
| Help Desk will support a myriad of Credit Card Processor solutions, including Versign
PayFlow Pro and Link,Authorizenet, LinkPoint and USAePay. Additionally, if you prefer to process your orders via a Web Terminal
or via telephone after an invoice has been accepted, administrator can retrieve the Credit Card Number via the Help
Desk Back Office Administrator. |
| Accept Credit Cards |
| Visa, MasterCard,AmericanExpress, Discover etc. |
| Invoice Payment |
| If you prefer not to process payments with credit cards you still have the option to allow for invoice or purchase
order payment. |
| Countries |
| Add, update, delete Countries |
| U.S. States |
| Add, update, delete U.S. States |
| More Features |
Easily add HTML or Text content for the following titles. No coding required.
- Articles
- About Us
- Contact Us
- Terms
- Privacy and Security
- Frequently Asked Question
- Help
- Quick Comment
- Billing Acceptance Agreement
- Main Home Page
- Alternate Payment Acceptance
- New Account Page
- User Login Content
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| Easily change application colors and change graphics. |
| Help Desk associates can easily login as customers to manage the account as if they were the customer. |
| and much more.... |
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