Help desk tracking and inquiries can be a big mess without the right system to manage your issues. Tracking and managing thru a virtual help desk is tantamount to a professional organization. Communicate, track and organize the issues that matter the most your customers.
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Account management:
Add new account, add locations and contacts to the account
Update account information, add / update / delete locations and contacts
Import / export account information, locations and contacts, synchronize account information with other applications
Review service cases per account
Delete account
Service cases:
Add new case
Review and pick cases submitted via customer self-service
Review cases from different prospective: open cases, recent cases, cases by account, cases by product, etc.
Review case details, update case
Keep case log: make entries, review existing entries
Close and re-open case
Import and export cases, synchronize data with other applications
Create reports
Knowledge Base:
All resolved cases are stored in the Knowledge Base
Company employees can search Knowledge Base, review details of related cases
Customer Self-Service:
Submit new service case
Review status of previously submitted cases
Search Knowledge Base

 
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