Cloud Helpdesk: Manage Tickets Online

Why a Cloud Helpdesk?

The more customers you have, the more enquiries you receive (known as tickets):

• Enquiries about general information
• Enquiries about quotes
• Error reports
• General support requests

Often, different employees or even departments are responsible for handling these requests. Without unified management, you cannot control where they end up: in an old email inbox, with the service team of another department, or similar.

With a cloud helpdesk you collect all enquiries in a central location and distribute them to the responsible employees or departments. This gives you several advantages:

• Complete overview of all incoming enquiries

• Enquiries automatically reach the right recipients

• Keep track of processing status and deadlines

Move Your Helpdesk to the Cloud

A cloud helpdesk software in the form of a ticket system offers you many advantages for team collaboration, because you have access to the cloud anywhere and at any time. You benefit from this in many situations:

• Your service employees work from home.
• Your field staff need access to incoming tickets.
• Urgent requests should also reach your technicians on mobile devices.

These and many other use cases are no problem for helpdesk support software. Whether in the office, at home, or on the go: with projectfacts your team always has full access. The end device does not matter either, because as a web app projectfacts runs on virtually all mobile devices. In addition, projectfacts is 100% GDPR compliant, because that is the only way to use the cloud with a clear conscience!

Automatically Channel Requests

In many companies, incoming requests are handled via various email inboxes or a reception desk. A great deal of time passes before a ticket reaches the right recipient. In some cases, important information is also lost along the way.

Collecting and distributing tickets

Ticket software provides a remedy, because it collects all incoming requests in a central ticket administration. Nevertheless, your employees will not be overwhelmed by them, because projectfacts automatically assigns tickets to a suitable channel. This way, out of the mass of incoming requests, only those that are actually relevant ever reach a specific employee or department.

One ticket channel per department

Choose your ticket channels in the way that makes most sense for your company. A common approach is to separate sales, support/service, and back office.

If a prospective customer writes to a “sales@” email address, their request automatically lands in the ticket channel for sales. If a customer wants to report a fault and writes to “support@”, all service employees immediately have access to it. Questions about invoices etc. are sorted into the back-office channel and can then be handled by the administration team.

Process Tickets Efficiently

You can work with tickets in the same way as with emails: reply, forward, etc. Unlike conventional emails, however, tickets are considerably more intelligent. They contain much more information:

• Time of the request

• Processor

• Person responsible

• Due date

• Current status

• Process overview

• and much more

You receive an overview with all important information as a preview card for each ticket.

Keeping track

Department managers receive a complete overview of how many tickets are currently open, in progress, or completed. This allows you to intervene quickly if needed. But every individual team member also benefits from the order this creates:

• Which open tickets are due today?
• Which tickets need to be completed by the end of the week?
• How many tickets am I currently responsible for?

Internal communication about a ticket and customer replies are automatically assigned to the original ticket. This ensures that all ticket processes are documented in one place.

Mapping workflows

The cloud helpdesk also helps you when processing requests. It is even possible to map complete workflows. To do this, you define individual statuses, e.g. “Open”, “In progress”, and “Completed”.

All authorised employees can update the ticket status, depending on which phase of the workflow the ticket is currently in. Any other workflows are also possible to map specific processes, e.g. for applications, quote requests, error reports, and much more.

Store any automatic replies in the ticket software. Individual text modules can also be integrated and inserted using a shortcut. This allows you to communicate quickly and efficiently with your customers.

Escalate Tickets

The goal of a cloud helpdesk is to process requests as efficiently as possible and to the satisfaction of customers. Speed is a decisive factor here. Emails not infrequently get overlooked or are not noticed at all, for example because the employee concerned is off sick or on holiday.

For this, the projectfacts helpdesk software offers a simple solution: ticket escalation. After a freely selectable period of time, tickets can escalate automatically. Either the current processor is released or the ticket channel is changed. Another team member can then take over processing. An ideal solution if you are bound to certain response times by Service Level Agreements (SLAs), for example.

Further Features of Our Cloud Helpdesk

Integration with CRM

The projectfacts ticket system is seamlessly linked with a CRM system, in which your customer and contact data are managed. This means you do not need to search for the right email address or phone number, as it is automatically displayed. An invaluable advantage when working with tickets. If you wish, you can also store additional service notes for each customer when specific customer requests need to be taken into account during ticket processing.

Organise tickets effectively with boards

Boards are a great way to bring order to your tickets. Simply place new tickets on a board. Employees can then assign themselves as the processor or you can distribute responsibilities. When the status of a ticket changes, simply move it from one board column to the next. The result is an intuitive and clear solution for your ticket management.

Bill tickets directly to the customer

Service work is often chargeable. With projectfacts you simply record the time your team spent processing a ticket and can then release it for billing. Thanks to the integrated time recording, times can be quickly and easily assigned to tickets — even using a stopwatch if desired. Billing is done at the click of a button thanks to pre-made layouts, contact data from the CRM, and stored hourly rates.

Customer portal with external access

Want to be even closer to your customers? projectfacts offers you an external access, allowing customers to view the processing status of their tickets directly online. This provides genuine added value for your customers too, by setting up your own customer portal for tickets. You can also avoid frequent follow-up queries about the current status of a particular ticket in this way.

Questions About the projectfacts Cloud Helpdesk?

Not yet a projectfacts user? Test our ticket software free of charge and without obligation for 14 days. Our consulting team is happy to assist you.