Support Software

OneDesk offer comprehensive support software ...

Support Desk Software

OneDesk’s help desk support software services can be divided into three user levels: Individual, Team, and Customer.

 

User Support Software

Although issues experienced by individual users within a company might not seem like a priority compared to customer support issues, these issues can often serve as early warning indicators of problems before customers discover them. Using OneDesk’s Tickets application, users can manually log support issues along with any relevant details to note. Once these issues are in the system, they can be triaged, prioritized, and tracked. Whether these issues are in customer-reported issues or user-reported cases, using custom fields, support teams are able to track any kind of data about an issue. Along with any other support requests from other teams or customers, keeping user support items in the same software allows the support team to identify trends and pinpoint areas of weakness in their systems.

Team Support Software

When one team relies on the services of another team, there is needs to be a system in place to capture the problem areas experienced. In cases where one team is more technical than another, it’s key that technical support is managed and provided to those relying on the technologies to do their work. By using team support software, all support requests are logged in one place, making it easy to find all of the relevant details and leverage work done for previous requests. Support management software should also facilitate communications between the requester and the team working on the request. Using a support desk system software for team-level support ensures that even if team members are sick or away, anyone can step in and take over.

OneDesk’s Tickets application is helpdesk support software that can be used to log, track, and manage support tickets. By using this application with our customer portal, teams can keep each other up to date on the situation and interact in a setting that keeps communications in one a central location that can be easily referenced at any time. Because the customer portal uses webforms to take in support details, certain fields can be required to be filled in. This guarantees that the key details are known when the ticket is triaged and enables work to begin promptly. Through the customer portal, teams requesting support can view all of the issues they have raised and stay on top of any new developments and status changes. The customer portal also offers a way for conversations to happen between teams directly on the ticket, giving visibility to all stakeholders.

Support Ticketing Software

Having a way to manage support tickets benefits not just support teams, but the teams and individuals that they serve. Using support ticket management software can help reduce the overhead of managing tickets while also keeping support tickets in one centralized place. Having the ability to reference tickets across an entire system’s lifetime is greatly valuable in quickly resolving current issues based on previous work done. OneDesk’s Tickets application has all of the functionality needed for a support ticketing system, from logging to tracking to managing.

To log support tickets, we support manual, internal creation via our interface as well as an e-mail integration. Paired with our customer portal application, any team given access to this can use webforms to log support tickets with all of the required information. Once support requests enter the OneDesk system, they follow a workflow that outlines the status every step of the way. With workflow automations, support tickets can even manage themselves based on specific trigger criteria and subsequent actions. Having support tickets in one system allows users to create custom views of their work and generate reports. By setting up queries for views on tickets’ custom fields, support teams get deep insight into the requests they handle.

Support Tracking Software

In order to get a sense of what the status of a support request is, there needs to be the ability to track it. Traditional methods of tracking support requests were done manually, but using software to track support requests alleviates some of the burden. Using software like OneDesk ensures that all support requests are tracked in the same place, making it easy to find commonalities between issues whether in-progress or resolved. In OneDesk, custom statuses can be defined for every ticket type. These statuses can then be ordered and mapped into a workflow or lifecycle for the ticket. This means that every kind of request can have its own set of statuses to describe the different phases of work it goes through. As tickets are logged and automatically fall into these workflows, it’s easy to track what the current status is and to even setup automations to notify stakeholders at critical phases in the lifecycle.

Customer Support Management Software

In order to get a sense of what the status of a support request is, there needs to be the ability to track it. Traditional methods of tracking support requests were done manually, but using software to track support requests alleviates some of the burden. Using software like OneDesk ensures that all support requests are tracked in the same place, making it easy to find commonalities between issues whether in-progress or resolved. In OneDesk, custom statuses can be defined for every ticket type. These statuses can then be ordered and mapped into a workflow or lifecycle for the ticket. This means that every kind of request can have its own set of statuses to describe the different phases of work it goes through. As tickets are logged and automatically fall into these workflows, it’s easy to track what the current status is and to even set up automations to notify stakeholders at critical phases in the lifecycle.

Customer Support Help Desk Software

A help desk software’s main purposes are to track customer requests, facilitate communications between support teams and customers, and resolve issues faster. OneDesk’s Tickets application captures these requirements well, and when used with our customer portal, can give even more methods for communication. By treating each customer support request as a ticket, the work can be tracked in the system as it moves through different statuses in its workflow. Aside from giving a more in-depth look at a ticket, each ticket’s detailed view shows key information about the work including a description, priority, any time logged as it is worked on, and conversations. Custom fields can be added to tickets to capture information beyond the default attributes we have defined. These fields can then be used in workflow automations or when querying to create holistic views of tickets to find trends in data. Stakeholders can be added as followers to a ticket and can be notified about any public conversations that happen on the ticket through e-mail. Keeping communications out of e-mail ensures that anyone who works on the request can come in and see what has been communicated already.

Support cases can come into the OneDesk through e-mail, manual logging, or directly from the customer via the customer portal. The customer portal allows customers to log support requests using webforms that can be customized to display all the appropriate fields and require certain data to be entered. The customer portal will also display all of a customer’s requests to them, which allows them to check in on the status and ask follow-up questions whenever they need to. The customer portal can be tuned to allow customers from the same organization to see each other’s requests, which can help reduce duplicate requests from coming in.

Customer Support Tracking Software

Having the ability to check on the status of support issues is a key aspect to quality customer support. In order to do that, support issues need to be tracked in a system that clearly shows the status at any given time. In OneDesk, custom statuses can be set up and used in workflows that outline where any particular support issue is in its lifecycle. Every ticket type in OneDesk gets its own workflows, which removes any confusion around what a status might mean for different kinds of work. Once workflows are defined, automations can then be triggered to do actions based on specific criteria. Such automations can include notifying customers about when the status on their support issue has changed. Alternatively, by using the OneDesk customer portal, customers can directly log support requests into OneDesk and view the details of their requests at a cadence that works with their schedules. This gives customers visibility into the state of their requests.

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