help desk
Maintain your SLA’s with TimeSite’s Help Desk and support centre.
How long do you spend supporting your clients?
Should you be charging customers more for support or can you afford to be more competitive? TimeSite’s web enabled Help Desk solution gives you full support management as well as a client by client view of the time you really spend on support issues.
Use TimeSite Help Desk to help maintain compliance with your customers service level agreements (SLA’s). Help Desk’s one click reports ensure you stay with in your agreed response and resolution times.
Keep control of critical issues.
Stay in control of critical tasks with the TimeSite Help Desk Enquiry screen. Designed for support desk managers, TimeSite’s Help Desk enquiry screen gives you a continuous bird’s eye view of all active issues with in your support desk. Help Desk Enquiry features let you proactively monitor all critical issues across your entire operations. Non-moving issues can be quickly reviewed and escalated to ensure continuous compliance with SLA’s.
Timesite – Help desk add on offers the following features:
Customer facing web portal - Let customers create issues directly into your Support desk. Reduce errors and delays in processing support tickets with TimeSite’s customer facing portal.
Issue Tracking - Track client issues from start to finish with TimeSite’s built in help desk workflow. Keep records of who did what and when with status tracking and note features.
Document management - Keep track of issue and resolution documentation and support files for all tickets with TimeSite’s document management functionality.
Auto-schedule support and maintenance tasks - TimeSite Help Desk Add On lets you schedule tasks by client to ensure that support functions are completed according to schedule. Take control of servicing, planning and support management by allowing Timesite to automatically create new help desk tickets for all your regular operational tasks.
