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Help Desk Case Management

Help Desk Case Management

Help Desk Case Management

Most businesses deal with requests, cases or issues. They can be internal IT-related issues or external, customer issues, which need to be logged, managed and dealt with by experts. A Case Management solution helps to collect all cases reported through various channels, maintain and manage information related to each case, and track all activities until their resolution and closure.

Help Desk Case Management

Most businesses deal with requests, cases or issues. They can be internal IT-related issues or external, customer issues, which need to be logged, managed and dealt with by experts. A Case Management solution helps to collect all cases reported through various channels, maintain and manage information related to each case, and track all activities until their resolution and closure.

Document Management with BizPortals 365

Documents are the assets of every business and they need to be organized, tagged for easy retrieval, and stored centrally where everybody can access them. BizPortals 365 has all the Document Management features and functionality to help you manage your data and put your information to work.

Report Cases

Makes it easy for customers/clients to report cases using various modes of communication – email, live-chat or phone calls. Cases can also be submitted directly through an online form on the portal. Cases are automatically logged and prioritized according to the Service Level Agreement (SLA).

Report Cases – IT Help Desk Case Management Solution
Intelligent Routing – IT Help Desk Case Management Solution

Intelligent Routing

Once a case is reported, it has to be routed to the right resources. Set your own rules for automating this process so that assignment is appropriate leading to quick and timely resolutions. Cases can be routed based on:

Content – the description and other information provided by the customer is parsed to decipher the category and type of issue

Priority – this can be set by the customer if filling a form or can be discovered intelligently through the content

Skill set – the case will be assigned to a team member who has the required skill sets as defined in their profile

Time zones – the case will be assigned to users who are currently active in the time zone where it originated

Resource workload – assignment will consider the number of cases a team member is currently working on

Quick Resolution

The ability to resolve customer support problems in a timely manner is indicative of a successful business. If issues are not solved within an acceptable timeframe, they can quickly create a sizeable backlog leading to upset clients. A portal assists in quick resolution by:

Optimum routing of cases

Consolidating all information related to a case in one place

Providing an extensive search functionality which assists in quick discovery of answers from the knowledge base, FAQs and external sources

Quick Resolution – IT Help Desk Case Management Solution
Knowledge Base – IT Help Desk Case Management Solution

Build Your Knowledge Base

A knowledge base and FAQ are great resources for your team to find answers quickly and expedite resolving issues. Your support team has the expertise in solving customer issues and should be responsible for establishing and growing the knowledge base. The case management portal makes it easy to transfer “closed” cases to the knowledge base – simply route them for approval and publish them.

Report Cases

Makes it easy for customers/clients to report cases using various modes of communication – email, live-chat or phone calls. Cases can also be submitted directly through an online form on the portal. Cases are automatically logged and prioritized according to the Service Level Agreement (SLA).

Report Cases – IT Help Desk Case Management Solution

Intelligent Routing

Once a case is reported, it has to be routed to the right resources. Set your own rules for automating this process so that assignment is appropriate leading to quick and timely resolutions. Cases can be routed based on:

Content – the description and other information provided by the customer is parsed to decipher the category and type of issue

Priority – this can be set by the customer if filling a form or can be discovered intelligently through the content

Skill set – the case will be assigned to a team member who has the required skill sets as defined in their profile

Time zones – the case will be assigned to users who are currently active in the time zone where it originated

Resource workload – assignment will consider the number of cases a team member is currently working on

Quick Resolution – IT Help Desk Case Management Solution

Quick Resolution

The ability to resolve customer support problems in a timely manner is indicative of a successful business. If issues are not solved within an acceptable timeframe, they can quickly create a sizeable backlog leading to upset clients. A portal assists in quick resolution by:

Optimum routing of cases

Consolidating all information related to a case in one place

Providing an extensive search functionality which assists in quick discovery of answers from the knowledge base, FAQs and external sources

Build Your Knowledge Base

A knowledge base and FAQ are great resources for your team to find answers quickly and expedite resolving issues. Your support team has the expertise in solving customer issues and should be responsible for establishing and growing the knowledge base. The case management portal makes it easy to transfer “closed” cases to the knowledge base – simply route them for approval and publish them.

Knowledge Base – IT Help Desk Case Management Solution

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