100% Web Based - All your support staff and customers need to use Hot help Desk
is a web browser. There's no plugins or other files to download.
Access Levels and Departments - Create an unlimited amount of departments.
Your customers can then log help desk requests to specific departments, it allows
administrator to create technician accounts with limited acces to specific departments
or provide them with default department wide access.
Submit ticket by web form - Hot Help Deskt offers a fully features
support portal for your customers, allowing them to submit support requests through
web form, Your customers can also submit file attachments with tickets.
Submit ticket by email - A customer can submit ticket by sending
a email. Incoming emails can be turned into
support tickets automatically. As soon as the message is received on your pop3 server
it will appear in the technician's ticket queue. Responses to
email notifications are appended to the history of the corresponding existing tickets.
Automated email alerts - Email alerts can be setup to alert customers when action
has been taken on their ticket, and to alert the assigned tech when the customer
provides further responses to their open ticket.
Customer Portal - Customers can open, view and modify tickets through web site, eliminating the need for them to sit on the phone on hold waiting
for a technician
to take their information. Automated e-mail alerts will keep them up
to date on ticket progress, greatly shortening response time when action is required
on their part. If customer is not satisfied with technician service, he can submit complaint to administrator.
Complete ticket history - Every ticket has a complete history of its progress on
the History tab of the ticket form. Every time a tech adds a resolution or changes
the ticket status, or when a customer responds through the web ticket system an
entry is made, complete with ticket status and timestamp.
Knowledge Base - From the administration panel you can create, edit and
delete support articles that serve two important purposes. The first is to provide
customers a form of "self help", which allows them to quickly find resolutions to
known issues, taking some of the burden off of support techs allowing them to focus
on more complex issues. And the second is to provide a knowledge base for support
techs to quickly look up resolutions to known issues, which in turn trains the tech
on known issues.
Download Management - Provide your users with important files such as drivers, printable documentation and articles with the downloads module.
News & Notifications Management - Keep your clients updated with company news and notifications and updates with the news module.
Graphical Report - Create, save and run your own custom reports using the
web based report builder. Select time frames, technicians, department
and more and store the reports in the database for running when
you need to see the data you want.