Fast support ticket tracking with resolution management
Comprehensive customer relationship management and communication at your fingertips
Features
Service Tickets
- Service ticket system integrated to the customer data platform, communications and accounts
- Fast ticket creation from your webpage, mobile device or LAN / WAN computer
- Immediate confirmation receipt sent to customer via e-mail or SMS (text)
Support Requests
- Fast capture of an error or support request, with allocation of severity status, support category and resolution progress
- Identify delivery location for the required support – used in INNkeeper and REALtor
- Fast staff to ticket assignment with unlimited additional assignments to escalate support
- Deadline target date allocation, progress tracking and time spent per assignment
- Capture unlimited photo images per staff assignment with photo feed from mobile phone
Resolution Progress
- Support progress dashboard with large screen display and running totals for created, closed and open tickets
- View large screen display in four simultaneous views with real-time ticket count for today, the last 24 hours or a user specified date range
- Knowledge base of common support issues or requests with fast search and retrieve of error diagnosis with resolution instructions
- Fast SMS progress reports and e-mail diagnosis with resolution instructions to custome
Task Management
- Staff task and activity scheduling with priority settings and progress tracking
- Pop-up task and activity reminders with messaging across LAN’s and WAN’s
Reporting
- Standard system reports with extensive data, status and timeline filters
- Reporting consoles with extensive filters for user designed reports and BI statistics
Business management features
- Debtors control (AR) (see BACKoffice accounting)
- Services and Charges (non stock item) billing (see BACKoffice accounting)
- Transaction management (see BACKoffice accounting)
- Cash control (see BACKoffice accounting)
- Document filing and management system (see DOCmanager)
- Facsimile transmission and receipting (see FAXmanager)
Seamless Integration to:
- PHONEmanager telephone call and billing management
- INNsync data synchroniser linking offices across geographic boundaries
- CIMSOweb on-line customer profile management and activity scheduling
- STOCKmanager products services and recipe stock control with procurement
- BACKoffice creditors (AP), General Ledger (GL) and Cash Books (CB)