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IT Help Desk Solution

Increase the speed & efficiency of your IT help desk to move towards conversational customer support with a customizable solution

Support Your IT Team with An Easy to Setup and Highly Customizable Solution

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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 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 platform collects all cases reported through various channels, maintains, and manages information related to each case, and tracks all activities until their resolution and closure.

How Can IT Helpdesk Solution Help You?

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Maximum Customer Satisfaction Maximum Customer Satisfaction
Maximum Customer Satisfaction
When tickets are resolved faster, customer success and satisfaction rates are much higher, which curbs customer attrition.
Personalized Support Personalized Support
Personalized Support
With a strong IT Help Desk system and improved customer insights, the customer support team can provide a more personalized approach.
Streamlined Business Operations Streamlined Business Operations
Streamlined Business Operations
Meet the Service Level Agreements (SLAs) while customizing customer support actions. The bird’s eye view of business operations and data-based reports help in making informed business decisions.
Reduced Ticket Backlog Reduced Ticket Backlog
Reduced Ticket Backlog
When the customer support team resolves more tickets in less time, you can reduce the ticket backlog, which is a significant factor for recurring revenue and brand reputation.
Continuous Performance Improvement Continuous Performance Improvement
Continuous Performance Improvement
A SharePoint ticketing system provides metrics and analytics around the performance of your team. It also helps bring transparency to your customer support team and improves their performance.

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).

Case Reporting
Intelligent Routing of Cases

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 Complaint Resolution
Build your Knowledge Base

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 portal makes it easy to transfer “closed” cases to the knowledge base – simply route them for approval and publish them.

Features

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Case Reporting

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).

Intelligent Routing of Cases

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

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

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 portal makes it easy to transfer “closed” cases to the knowledge base – simply route them for approval and publish them.

More Features of BizPortals 365 IT Help Desk Solution

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Real-time Insights
Real-time Insights
Create reports & visualizations to monitor the team’s support performance including response & resolution times, so they can optimize the strategy if required.
Notifications
Notifications
Notify managers and team members of case assignments, due dates, resolution issues, and delays, so everybody is aware, informed, and on the same page.
Extensibility
Extensibility
Integrate with CRM, ERP, and other Line of Business (LOB) applications. Create and customize fields on the case submission form to capture more specific information from your customers.
Security
Security
The enterprise-grade security provided by Microsoft, together with a granular permissions structure enables managers to control who can view and modify case data and define levels of access for agents.
Ticket Templates
Ticket Templates
Common and frequent issues can be saved as a template for ease of use, and it also saves time. The templates can be to create tickets while ensuring consistency and format adequately. Templates can also be set to show with a specific job profile.
Integration with Knowledge Base
Integration with Knowledge Base
The dynamic integration with the knowledge base helps in resolving the issues quickly. It provides common solutions while creating tickets based on previously generated tickets.
Integration with Asset Management
Integration with Asset Management
The Asset Management module can be used to link assets with the ticket while creating ticket information. This helps the IT team to make informed decisions and assists in analytics such as loss of time and productivity due to IT issues.
Personalized Configuration
Personalized Configuration
The easy and customizable configuration screens allow complete control of the information shown in the forms.

Create Your IT Help Desk Solution with BizPortals 365

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Schedule a DEMO to know how you can maximize the productivity of your high-performing teams and improve customer satisfaction with BizPortals 365.

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