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IT Help Desk Solution

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. Providing top-notch customer service is essential for business success and to enforce this, you need to reach to customers, resolve their support queries, and help them achieve valuable benefits. BizPortals 365 IT Help Desk solution helps in streamlining and improving the effectiveness of ticket generation, case management, and resolution process. The case management solution collects all cases reported through various channels, maintains, and manage information related to each case, and track all activities until their resolution and closure.

Features

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Take your customer success journey to new heights with the must-have features of BizPortals 365.

Case Reporting

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 of Cases

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

Content – The description and other relevant 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.

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

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

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

Quick Complaint 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. BizPortals 365 IT Help Desk solution assists in quick resolution by:

Optimum routing of cases.

Consolidating all information related to a case in one place.

Providing an extensive search functionality that assists in the 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 IT Help Desk management portal makes it easy to transfer “closed” cases to the knowledge base – simply route them for approval and publish them.

Case Reporting

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 of Cases

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

Content – The description and other relevant 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.

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

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

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

Quick Resolution – IT Help Desk Case Management Solution

Quick Complaint 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. BizPortals 365 IT Help Desk solution assists in quick resolution by:

Optimum routing of cases.

Consolidating all information related to a case in one place.

Providing an extensive search functionality that assists in the 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 IT Help Desk 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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