Online support software
for your helpdesk
Take your helpdesk to a new level with online support software. Keep an eye on customer queries, manage them effectively and resolve them quickly.
The solution for service providers: Helpdesk software
Customer communication and customer inquiries are part of day-to-day business for service companies. For IT companies, customer inquiries mainly concern software and hardware. Agencies, on the other hand, advise customers on their projects or need a system to document errors, change requests and the like. If all these questions are received by email or telephone, you quickly come up against a central problem: you have no documentation of inquiries, agreements or decisions.
This means you are missing two important prerequisitesfor an efficient helpdesk system:
- Information: Who made which request, when and why, and how was it processed?
- Control: Who processes which request, how and by when?
Advantages of an online helpdesk
Access in the cloud
With projectfacts, you can move your helpdesk to the cloud. This gives your entire team access anywhere and at any time. 100% GDPR-compliant and secure.
Effective support
Your support team can work more easily and efficiently with tickets than with emails. With the right ticket channels and workflow status, you are prepared for anything.
Enter all contacts
All ticket processes are documented and automatically assigned to a unique ticket ID. This means that nothing gets lost and you always have the complete picture.
Documentation and overview: Your online helpdesk
By using a ticket system for your helpdesk, you have a software solution with which you can answer all these questions. You avoid duplication of effort and document all agreements with the customer without having to do anything yourself.
- A central location for all your customer communication
- Complete and comprehensible documentation of all questions, agreements and decisions
- Option for fast and efficient ticket processing
- Higher response times with support tickets
Test the support software for your online helpdesk
Take customer service in your company to a new level. Support software helps you to keep track of incoming customer inquiries, distribute tasks efficiently and solve problems quickly.
Telephone, e-mail or customer portal – support on all channels
Good support means responding to the customer’s wishes. You can do this with projectfacts. Your customers can communicate with you by e-mail as usual. But instead of just text messages, requests are received by the projectfacts helpdesk system as intelligent tickets.
The solution even during vacation and illness
Even absences of individual team members due to vacation or illness are no longer a problem. Unlike emails, tickets do not get lost in individual mailboxes, but can be found by the team and are therefore not forgotten. Telephone inquiries can also be created as a ticket in the system with just one click.
Direct exchange via the customer portal
With the customer portal, you can connect your customers directly to the ticket system. This gives your customer an overview of all tickets, their status and current processes within the tickets.
Regardless of the channel, with projectfacts you are able to provide customer service at the highest level. Your employees can concentrate on the most important thing: customer support.
- Intelligent tickets instead of silent mail in the mail account
- Manage team absences automatically
- External access for direct customer access to the helpdesk system
Manage online support effectively with tickets
Regardless of whether your customers write an email or contact you by phone, with the projectfacts ticket software, incoming communication always ends up in the form of a ticket in the helpdesk software. Tickets are bundled, distributed and processed there.
For maximum clarity, tickets can be sorted by status, priority, topic or processor. This means that your employees won’t lose track of a large number of requests. Via ticket channels and ticket processors, every customer inquiry quickly finds a suitable solution.
Ticket channels
Ticket channels are used to structure incoming customer inquiries. Define any topics or departments so that incoming tickets land in the right place. Thanks to integrated and comprehensive rights management in projectfacts, you can define exactly which employees have access to the individual ticket channels and who also has editing rights.
Ticket processor
Helpdesk employees can voluntarily register as ticket processors or you can assign their own responsibilities. You can proceed according to expertise, hierarchy level or time quotas. In any case, you ensure that all inquiries are processed promptly. This allows you to easily comply with your service contracts and prevent inquiries from getting lost in mailboxes.
Escalation levels
Escalation levels are a rule-based automatism to ensure that no request is forgotten. If you are contractually bound to certain response times in your helpdesk, for example, you can use escalation levels to ensure that they are adhered to.
For example, after defined times with no action on a ticket, the agent can be released. Other employees see the need for action in the software and can take over. The channel can also be changed during an escalation. This allows a ticket to be automatically transferred to a higher hierarchy level or to another department.
Digitize your customer service with helpdesk support software
Satisfied customers are a valuable asset for your company. Use support software to ensure that your helpdesk can optimally take care of your customers’ needs.
Your helpdesk is wherever you need it
projectfacts is more than just a ticket system. It creates intelligent links between different company processes within one software. That’s why you can find tickets not only in the ticket system, but also in the project within the project management module or directly with your customer contact in the CRM. You can also bill your tickets automatically.
Helpdesk at a glance
Seamless customer service
on all channels with central documentation
Automatic billing
Tickets can be billed automatically
External access
External access gives customers access to the ticket system
Tasks at a glance
Tasks can be sorted by status, priority, topic or processor
Link
Linking of all tickets also in the CRM and in the project
Escalation levels
Escalation levels ensure optimized workflows and security
Still have questions? We have the right answer!
Give us a call, send us an e-mail or take a look at our FAQ section! We will be happy to answer your questions!
