ServiceDesk Plus Offer end users multi-channel support by allowing them to create tickets via email, phone calls, and a web-based self-service portal. Automatically convert emails to tickets. Manage and track all incidents easily with a defined process through the entire life cycle by configuring custom statuses. Automatically assign tickets based on technician expertise or groups for accurate, timely resolutions and prevent recurrence of incidents.
Ensure timely resolutions by defining response and resolution SLAs with defined escalation paths. Automate every step of the ticket life cycle right from categorization to technician assignment by using business rules. It helps to communicate better with end users with automated notifications that use custom email templates, reduces the rate of repeat incidents by defining closure rules to ensure effective resolution. Improve resolution times by assigning incidents to technicians as soon as they are logged into the help desk software. Prevent SLA violations by enabling multi-level proactive response and resolution escalations.
Publish knowledge base articles in the self-service portals to reduce the flow of incidents into the help desk. Improve turnaround times and resolution quality by maintaining a knowledge base of advanced technical solutions exclusively for, and limited to, technicians. Maintain the quality of knowledge base articles with an efficient approval process.
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