Web Helpdesk Software E-mail Online Customer Support Software

Web Helpdesk Software E-mail

By Implementing our Web Helpdesk software with E-mail support, the process begins, for turning your Website into one of the most efficient vehicles for dealing with customer enquiries.

It can represent your Customer Services Manager on the Internet, available 24/7. If you have ever thought "do we need a Help Desk", then you will be interested to learn, using Websites as interfaces for dealing with client enquiries, is now accepted as one of the best and most efficient methods for dealing with customer/visitor requests on the Internet today.

A Customer Helpdesk System That is Fast and Simple To Use.

The system was designed to offer, a simple, yet powerful solution to small and medium sized businesses, looking for a more effective way to deal with enquiries. The system is not over featured and, therefore, very quick and simple to use. Even small businesses with five or less employees, will find the system beneficial.

How Does Our Online Customer Support Software work?

When a customer or visitor to your Website requires more information, they will be directed to a Contact/Support page to complete an on-line form.

This is nothing new and many Websites already have this feature. However, it is what happens to information afterwards, that really separates our Online Customer Support software from more conventional methods.

With conventional online forms, an Email is, typically, sent to a person in the business dealing with requests. Since most small businesses do not have systems in place to track enquiries, it is, usually, the responsibility of the person to whom the Email was forwarded to, to deal with.

For larger businesses, this could present a problem and it can be very difficult to find out if the enquiry has been resolved to the customers satisfaction. If you are a Small Business, then, perhaps, you are out the office a lot and, therefore, unable to pick up your Emails.

24/7 Access Via The Internet

Our Web Helpdesk software stores all enquiries in a Database and makes information available to everyone with security access, 24/7, and from anywhere connected to the Internet. Therefore, if you are out of the office or even on holiday, you can view customer requests, customer reply's, priority levels and send reply's, simply, by logging on to your Website.

Immediately Identify Unresolved Enquiries

When a request comes in, staff with access to the Helpdesk system will see it appear on their Administration Console. Depending on how they have configured their Console, they will be able to see a list of new, replied to, or resolved Support Tickets. In an instant, management or key users of the system, will be able to see unresolved enquiries.

Automatic Email Generation

Customers/visitors to your Website are, automatically, sent an Email to confirm their request has been received. When a reply is made directly from the Admin Console, the system, automatically, sends another Email to the customer with a unique URL, taking them directly to the Support Ticket. The Email, also includes, your response. The customer, can then post a reply, to say they are satisfied or post another reply on the same ticket to clarify their requirements further.

Advantage Web Based Help Desk

By centralising all customer enquiries, the advantage of having a Web based Help Desk means, both the business and it's customers share a common view of the initial request and all subsequent reply's. Closed tickets are held on the system until you decide to delete them and are, therefore, still available to customers to view. Very useful, if customers forget how particular enquiries were resolved.

Ultimately, by encouraging existing customers, where appropriate, to use your Online Customer Support Helpdesk for processing their enquiries more efficiently, can, not only streamline your own internal practices, but also demonstrates a forward thinking business, using modern technology to help them become more customer focused.

Additional Customer Support

Our Web based Help Desk system can be complimented by two other customer support applications we offer: our Frequently Asked Questions (FAQ) module for answering those repetitive questions; and our Live Chat facility, giving visitors and customers to your Website the option of opening a live text chat.

Integration with your Website

For existing clients, a new page is created on your Website (based on your own design) to host the Support Form and Help Desk links inserted in all pages. For new clients, please refer to our Installation Support overview article in our FAQ section. Once deciding to purchase Web Help Desk, it can be up and running on your Website within a matter of days. There is a one-off cost associated with this system of £245 (plus VAT, where applicable).

What happens with your order

Once payment has cleared or when we have been notified by our Credit Card Payment Processor, we will contact you via Email (usually, within one working day) to confirm the installation process and the best method of contact.

View Web Helpdesk On Our Demonstration Website

Affordable Website Site Design & Marketing

Don't forget to check out our Affordable Website Marketing. If you have not yet decided on a Web Designer, why not check out our Affordable Website Design Services. Web Site registration and Hosting are included as standard.

Advantage Web Based Help Desk Software

Run a Web based Help Desk software system.
Uncluttered and not over featured.
Designed using industry standard
Database and server side language.
Handle all enquiries by logging in to
your Website via secure login from
anywhere in the World..
Can be up-and-running in a matter of days.

Customer Help Desk Form

Send support tickets with support issue, product, name, email, subject and problem description
Upload additional files as attachments
Submission acknowledgement for admin, and a ticket copy
forwarded to sender
Sender is able to view ticket details back on website and post
more comments
Easily keep track of communication messages

Integrate with FAQ Support

Able to integrate with our FAQ Support system allowing users to look for quick solutions in the knowledge base
Help Desk ticket content can be forwarded directly to FAQ
Support to be added as FAQ

Administration Features

View & Reply Support Tickets
List Help Desk Support Tickets that need to be attended first on top
Use different search criteria's to search for tickets
View support message in detail and send reply
Use canned messages for easy reply
Upload file attachments for ticket
Set ticket status, flag ticket or add ticket content as FAQ
Add, edit or delete your Help Desk support issues and products

Preference Settings

Define Customer Help Desk display properties
Enable/disable notification when ticket is posted, replied or
closed
Set support email address
Set canned messages for quicker reply
Define emails' subjects and bodies
Option to integrate with our FAQ Support system

View Web Helpdesk On Our Demonstration Website

Affordable Website Site Design & Marketing

Internet IT Help Desk System and Online Helpdesk Service

Below, are thumbnails of our Internet IT Help Desk system / Online Helpdesk service Administrator interface with a brief description of page attributes. For a larger, more detailed image, please click the picture.

Support Ticket list

First page displayed when entering
system. Options are:
Search list by name, email, order no, status, flag, if replied and keyword.
List shows date created, name, subject line, if replied to and current status.
Single click required to view ticket
detail.
Ability to flag tickets for deletion.

Ticket Detail

Shows complete details of ticket
including reply's. Options are:
Ability to change status of ticket
Ability to flag ticket for special
attention
Priority of ticket can be upgraded or
downgraded.
Initial request shown and all
subsequent reply's from support and customer.
Option to include a reply and ability
to use a canned response.
Attach documents to reply

Support Issues & Service Types

Allows you to create your own support issue and service types. This example shows issue types. Service type page is identical. Options are;
Edit or delete current issue types
Create new issue type
Edit or delete current service or
product types.
Create new service/product types.

User Preferences

Allows you to set overall system preferences. Options are:
Number of tickets to show in list on
one page.
Choose whether to be notified by
Email when ticket or reply posted.
Choose to notify Sender when ticket is closed.
Define internal Email address for new ticket notification.
Option to integrate with FAQ system.
Define up to four canned messages
Define Email content to notify Sender of new request.
Define Email content for replying to
request
Define Email content for closing a
ticket

View Web Helpdesk On Our Demonstration Website

Affordable Website Site Design & Marketing

Visitor Front End Demonstration

To view a live demonstration of how our Customer Helpdesk system could look on your Website, please click the following link which will take you to our Demonstration System.