Together, NTRsupport and the HelpDesk module help your Operators provide fast, effective, personalized customer service.
NTRsupport's HelpDesk advanced ticketing and tracking system allows Operators to register support incidents prior to or during active support sessions.
Improve support, increase customer satisfaction
With NTRsupport and the HelpDesk module, your Operators will take less time to ensure customer satisfaction. Operators gain easy access to background information on support incidents and status. Search, tracking, and analysis capabilities keep them in touch with the overall status of customer support issues and the best available resolutions. Joined remote support and helpdesk operations ensure customer service uniformity and fast problem resolution.
Facilitate support operations management
Statistics and metrics provided by the NTRsupport HelpDesk give your managers the information they need to understand workflow issues, build more relevant FAQs and knowledge base data, measure staff productivity, and identify support weaknesses. Data is stored in a centralized database and can be exported for further analysis.
NTRsupport Help Desk Features Include:
NTRsupport Help Desk Features Include:
Provide support and register any incident from within the same user interface.
Load data from NTRsupport via Microsoft Excel®<BR>Report statistics on incidents handled by operator, customer, status, resolution time, etc.
Automatically assign ticket numbers to your customers’ incidents to facilitate later searches.
Mark incidents as opened, processed, closed, re-opened and definitively closed, according to your assignments.
Reassign operators to different incidents, and improve their efficiency.
Make it easy to review support incident status
Give customers 24 x 7 access to the status of their incidents even when all your operators are offline.
Search by incident id, customer name, customer status, etc.
Give customers 24 x 7 access to the status of their incidents even when all your operators are offline.
Search by incident id, customer name, customer status, etc.
Add notes to incidents; either public and visible to operator and customer or private and only visible to operator and administrator.
Assign incident priorities: high, medium or low according to the degree of urgency.
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