Help Desk Ticketing System

With one group inbox in one centralized location you can take care of all of your customer’s communications in one area. Those who reach you through email, web forms, forums or even twitter. All conversations are stored within your help desk as a support ticket. Logicalware's help desk ticketing system works alongside your workflows by assigning and automating help desk tickets to individuals or departments based on rules set by you. It helps you to manage your requests and customers better so you will never lose or miss an email again!

Set up your help desk ticketing system to send automatic responses to provide confirmation that your customers request was received. Utilize Logicalware's advanced automation tools to provide relevant responses to tickets. Create a library of canned response templates to customer’s inquiries which can be shared around departments and answer you’re most common questions, saving time, supporting users and improving efficiency of responses.

Within your ticketing system you can attach private notes or comments for other members of your team. This might assist you in closing tickets faster, finding solutions to questions or just to discuss the subject matter. These notes can only be viewed by users and not your customer.

Meet service level agreements and ensure high levels of customer service with Logicalware's response countdown timer. All service service desk tickets that go over the specified time limit set by your company will be highlighted and flagged up as Overdue to ensure they are handled quickly. Never miss a customer query again!

Tickets can be grouped within the help desk by their status- open, closed, on hold, overdue or spam. You can create different ticket views depending on what information or ticket subject you want to handle. Once a ticket has been assigned to you, you can do whatever you like with it. Assign a status to the ticket, comment on the ticket, reply or send to a colleague. You can even set up a ticket priorities list so you handle the more important requests first.

Create custom ticket views so your users have their own personal list to work through like an inbox and take control by distributing tickets to particular people. Alternatively, set up queues where users pick requests to handle as they come in to the company.

A service desk ticketing system lets users view the complete history of any ticket. Should ownership be handed over to a different user, every message relative to that ticket is viewable. This allows new users to quickly bring themselves up to speed on the subject without having to ask the customer to bring them up to speed with another explanation of the issue.

Logicalware stores complete customer information and interactive history across all channels within the help desk and these are available to users. Every service desk ticket is given a unique ID number to keep track of every update and response in one file. This ensures that users never miss, ignore, or forget about a customer query. The entire correspondence with a customer related to one subject is gathered together in the form of a ticket. It is given a ticket number were the status of every single inquiry or ticket is stored within the service desk ticketing system and can be reviewed at any time. This provides notification to your customer that their inquiry is being dealt with and has a reference number for any future correspondence.

While processing an inquiry, a user can see other pending tickets from the same email address. Keep on top of everything with a full audit trail. Keep all of your tickets for future reference or export them out of Logicalware.

Find tickets fast within your help desk. Search for a specific ticket number, customers name, email address or keyword. When a customer’s request comes into your help desk you will receive an email notification to your personal account informing you there is a ticket awaiting action.