As I mentioned before that I am using HESK as my application package. So I have made the website with same package and will give the detailed SOP for users to get accustomed to the application.
Below are the steps to be followed for basic use of the HESK application.
Customer Interface
This is what help desk end-users (customers) will have access to.
- Submit support tickets
- Communicate with staff
- View status of submitted tickets
- Access Knowledgebase
Administrator and Staff Interface
A simple but powerful interface for all your help desk tasks.
- List, filter and search tickets
- Interact with customers and staff
- Manage settings and options
- ... and so much more!
Need more? Get SysAid!
- CMDB
- Live Chat
- Mobile Device Management
- Advanced Configuration
- Calendar & Scheduling
- Analytics
What HESK brings to the table
Centralized support system.
Handle customer inquiries obtained through a web form, email message or telephone call in a single, centralized support solution.
Organize. Prioritize. Track.
Setup unlimited categories, sort tickets by urgency and examine their status. Always know what needs to be resolved next.
Build and promote self-help.
A built-in knowledgebase provides answers to frequently asked questions, user guides and other self-help resources.
Right information at the right time.
Customize the ticket submission form to gather required information unique to your business and situation. No more back-and-forth with customers searching for needed information.
And much more...
Email notifications. Canned responses. Attachments. Time spent on tickets. Reply and article rating. SPAM prevention. Reports. Multi-language use.
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