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Web-Based Customer Access |
| Allow customers to view their own personal online help history of all service requests via the support portal. |
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Service Level Agreement (SLA) Management |
| Define SLAs for customer groups with features like auto notifications, escalation, routing. |
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Ticket Escalations
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| Define escalation policies. Ticket will be automatically escalated depending upon various parameters you will set. |
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Customer Request Management |
| Create a new case record for each customer support request. Each new request creates a unique ticket number and all the new requests containing ticket number are linked with the original request. |
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Knowledge Management |
| Comprehensive Knowledge Management lets you solve customer queries in matter of minutes. |
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Email Or SMS Notification |
| Receive email or SMS confirmations when tasks are created assigned or completed. |
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Online Contact Repository |
| Stores up-to-date contact information pertaining to customers |
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Reports |
| Highly customizable reporting modules that caters for your entire reporting needs. |
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History of Activities |
| Tracks history of activities for each request, including status and resolution to each case. |
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Define Customer Permissions |
| Verify the identity of customers and grant the appropriate privileges to entitled users. |
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