iX ERP CRM HelpDesk Module is the place to serve your customers better and keep them very loyal to you with great after sales service. Whatever your business is, you can keep track of customers complaints and issues with the solution provided and level of their satisfaction.
Tickets
Tickets is the place who has all issues that you and your team should take care of, whether it is an issue in a project or customer complain or even a request between departments.
Open a ticket means you have a request assign to a employees inside the organisation and they should have action.
Based on specific SLA you can monitor the open tickets and escalate if required using workflow process.
Wiki and Knowledge Base
iX ERP CRM HelpDesk help organisation to maintain a records for the provided solutions for customer’s problems, it will become your knowledge base for your support employees to reach the solution faster when a customer faces the same listed issue.
Based on the permission and configuration all users can search the Ticket resolution with specific keywords.
Team Collaboration
iX ERP CRM HelpDesk provide teamwork environment as your team is at the core of efficient customer support.
Team can assign tickets to each others or share resolution of an old ticket.
Team can collaborate using notes, comments and automated assignment rules.
Automation
iX ERP CRM HelpDesk can save team time by automating several common tasks with integration with Workflow and reports builder.
Tasks like auto assign, customers auto response, email templates for professional response are repeated tasks that can be automated to save employee time.
Multi Channel Support
iX ERP CRM HelpDesk provide multichannel support to receive your customer issues and questions from any available channel, like your website, mobile application or email and other tools that can be integrated like SMS and IVR and other channels if applicable.
Analysis and Reports
CRM HelpDesk module integrates with reporting module to provide a comprehensive analysis for your support team to enhance the process and report support efficacy.
Analysis can show how effective your support process and how it can be enhanced to increase customer satisfaction.
