Managing web-based tickets has never been easier JTAG helpdesk 3.0 helps improve customer service by reducing the time spent in managing support tickets while allowing your organization to improve efficiency. Features such as our cognitive knowledge basewidget that suggests possible knowledge base articles based on product/service types or support ticket keywords. Experience a helpdesk software that is almost transparent to your customers while helping to elevate your service to new levels.
Features:
Simplified user Interaction
*Allow Registered user to submit supportTickets
*Tickets can be related to your companys products or service
*Allow anonymous users to submit support tickets
*Tickets Can be sent Via email and automatically converted to support tickets
*Users can view ticket history and assigned agent
Save time by allowing end -users the ability to re-open or close tickets
Intelligent Knowledgebase
*End-users and agents has access to a powerful Knowledge base widget with suggestive links to articles/support logs based on product /service typeor ticket keywords
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Search Knowledgebase by Keyword , category , product/service type
Agents/Admin can add support articles and associate to product/service type or keywords
Easy to set up
*Configure language,logo and email templates intuitively
*Create Ticket routing rules by department, by agentor submission type ex. email
*Create and manage departs andadd agents to departments
*Create and add multiple agents and assign them to one or many departments
*Manage the look and feel of support tickets forms with our WYSIWYG editor with drag and drop layout capabilities.
Improve Internal Management
*Allows agents to add support Tickets
*Intuitive views of support tickets by status, type, priority and departmental views.
*Complete view of support ticket history, time stamped with one click access to knowledge base support articles based on ticket keywords or product/service type.
*Efficient Cron managerchecks for new tickets,track times on open tickets , processtickets sentby emails automatically
Consolidated User management
*Add all user types ( end user, agents, admins) and set permissions
*Assign agents to departments
*Assign products /Services types to end users
*Native integration with Joomla that allows importing of users
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