Support & HelpDesk Module

Overview

نظرة عامة

        Efficient Support Management.
        إدارة دعم فعالة.
        The Support & HelpDesk module provides efficient ticket and issue management, configurable SLAs based on working hours, holidays, and priority levels, post-sales service and claims handling, warranty claims management, and scheduled maintenance activities. Ensure prompt and effective issue resolution.
        توفر وحدة الدعم ومكتب المساعدة إدارة فعالة للتذاكر والمشكلات واتفاقيات مستوى الخدمة القابلة للتكوين بناءً على ساعات العمل والعطلات ومستويات الأولوية وخدمة ما بعد البيع ومعالجة المطالبات وإدارة مطالبات الضمان وأنشطة الصيانة المجدولة. ضمان حل المشكلات بسرعة وفعالية.
      

The Support & HelpDesk module enables organizations to manage customer support, internal IT support, and service requests efficiently. With automated issue creation, SLA management, warranty tracking, and seamless integration with third-party platforms, this module ensures excellent customer service and support operations.

تمكّن وحدة الدعم ومكتب المساعدة المؤسسات من إدارة دعم العملاء والدعم الداخلي لتكنولوجيا المعلومات وطلبات الخدمة بكفاءة. مع إنشاء المشكلات الآلي وإدارة اتفاقيات مستوى الخدمة وتتبع الضمان والتكامل السلس مع منصات الطرف الثالث، تضمن هذه الوحدة خدمة عملاء ممتازة وعمليات دعم.

Key Features

الميزات الرئيسية

Ticket Management

Efficient ticket and issue management system. Create, assign, track, and resolve support tickets throughout their lifecycle.

Configurable SLAs

Configurable Service Level Agreements (SLAs) based on working hours, holidays, priority levels, customer groups, and custom conditions.

Priority Management

Categorize issues based on custom types and priority matrix. Set priority levels and escalation rules.

Issue Tracking

Track issues from creation to resolution. Monitor status, assignees, and resolution times.

Post-Sales Service

Handle post-sales service requests and claims. Manage warranty claims and service requests efficiently.

Warranty Management

Warranty claims management with expiry based on serial numbers. Track warranty periods and claims.

Maintenance Scheduling

Schedule and manage maintenance activities. Plan preventive maintenance and track maintenance history.

Maintenance Visits

Conduct maintenance visits as per set schedule. Record visit details and maintenance activities.

Email Integration

Automated issue creation from incoming emails. Convert emails to support tickets automatically.

Client & Internal Tickets

Handle both client-facing and internal tickets. Separate workflows for customer support and internal IT support.

Third-Party Integration

Scalable integration with third-party platforms such as PBX, MyOperator, and other communication systems.

Knowledge Base

Maintain knowledge base with solutions and FAQs. Enable self-service support and reduce ticket volume.

Support Processes

Ticket Lifecycle

Ticket Creation: Create tickets manually or automatically from emails, phone calls, or web forms.
Ticket Assignment: Assign tickets to support agents based on skills, workload, or round-robin rules.
Ticket Resolution: Resolve tickets with solutions, workarounds, or fixes. Record resolution details and steps taken.
Ticket Closure: Close tickets after resolution and customer confirmation. Archive closed tickets for reference.
Ticket Reopening: Reopen closed tickets if issues recur or customer requests follow-up.

SLA Management

SLA Configuration: Configure SLAs based on priority, customer group, issue type, or custom conditions.
Working Hours: Define working hours and holidays for SLA calculation. Exclude non-working hours from SLA tracking.
SLA Tracking: Track SLA compliance and breach. Monitor response times and resolution times.
Escalation Rules: Set up escalation rules for SLA breaches. Escalate tickets to supervisors or managers automatically.

Warranty & Service

Warranty Tracking: Track warranty periods for products based on serial numbers or purchase dates.
Warranty Claims: Process warranty claims and validate warranty eligibility. Track claim status and resolution.
Service Requests: Handle service requests for maintenance, repair, or installation. Schedule service visits.
Maintenance Plans: Create and manage maintenance plans for equipment and assets. Schedule preventive maintenance.

Advanced Features

Customer Portal

Customer self-service portal for viewing ticket status, submitting new tickets, and accessing knowledge base.

Automated Routing

Automated ticket routing based on rules, keywords, or customer information. Route tickets to appropriate teams.

Ticket Templates

Create ticket templates for common issues. Standardize ticket creation and improve efficiency.

Support Analytics

Comprehensive support analytics with ticket volume, resolution times, customer satisfaction, and agent performance metrics.