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RIMICI HELPDESK FEATURE

 

 

Receive support requests from customers

Customers can submit support requests without being logged in - they just need to fill in their name and email address. After successfully submitting the information, an account is automatically created for them and the credentials are sent to the email address supplied. Along with each ticket additional information is stored about the customer - IP, Browser used, referer and whether he was logged in or not.

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 Manage tickets from the backend as well as the frontend

Tickets can be managed from the backend as well as the frontend. You can flag important tickets for follow-up without having to refresh the page, using AJAX-driven requests, just like you would flag your emails in Google or Yahoo! Mail. Internal notes can be set for each ticket - customers will not see them, only staff members will. You can create custom searches and save them for later use - by using predefined searches you can display tickets the way you want (for example, by using a combination of filters you can quickly list all high priority tickets from specific departments)..

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Assign custom fields to departments

Each department can have its own set of custom fields - this way you can receive valid and relevant information for the selected department.

Custom field types include custom HTML (so you can add inline HTML code without having to modify any files) and a popup calendar; the popup calendar allows you to specify the time as well. Tooltips can be applied to each field, as well as custom validation messages and default values.

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Track the performance of your staff members

After a ticket has been marked as closed, customers can rate the staff member's responses by using an AJAX-powered rating system. Customers can close or re-open their own tickets. There's also a history log available assigned to each ticket - this way you can efficiently track who opened the ticket and when.

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Increase workflow with automatic ticket assignment

introduces load-balancing when assigning tickets to staff members - departments can be set to assign tickets either static (ie manually assigned by an administrator) or automatic. The automatic setting checks for the staff member with the least amount of open tickets and assigns it to him. The staff member can be automatically notified by email that a new ticket has arrived. Other email addresses can be notified as well by adding them in the department settings.

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Custom priorities and statuses

uses three types of priorities (low, normal, high) as well as three types of statuses (open, on-hold, closed). Priorities can be unpublished, removed and modified as you wish - you can even set a specified color on a priority so that tickets that arrived can be highlighted in that color (eg. you can set a red color for "high" and all high-priority tickets will have a red background). You can add other priorities as well. On the other hand, the default statuses cannot be unpublished or removed - only re-labeled, since they are vital to the proper working of Rimici Helpdesk (newly submitted tickets or replied by a customer are automatically set to "Open", tickets replied by staff members are set to "On-hold" and closed tickets are obviously set to "Closed"). You can add an unlimited number of statuses on top of the three default ones. Rimici Helpdesk - Custom priorities and statuses

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Dashboard

You can now offer your customers a landing page where they can quickly access all areas of your customer support - add new tickets, search them, view their own tickets or search the knowledgebase. The knowledgebase search is AJAX-driven and presents results on-the-fly enhancing the user's experience. The dashboard can also be used for staff members as well.

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Integrated Knowledgebase

The Knowledgebase is a storage place for articles - for example, frequently asked questions. The advantage of using the Knowledgebase is that it's easy to reach and search when using the Dashboard. There's also a search box available when you reply to a ticket, so that you can quickly select a message that's already in the Knowledgebase. Categories provide an unlimited number of nesting levels, meta tags and an icon which is shown in the frontend. Categories and articles can be set to private so that they will only appear to staff members..

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Customize email messages

Every message that Rimici Helpdesk sends can be customized using your favorite WYSIWYG editor - you don't have to edit any files or hack any code, it's as simple as editing an article. Emails have built-in multi-language support (without the need of 3rd party components such as Falang) - just select the language you wish to edit the messages.

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Secure Cloud Data Center – SSAE16 Compliant

 

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