Helpdesk

Our helpdesk system is used for all kinds of service and support cases. When a customer contacts you via e-mail, it ultimately converts into a ticket in 360. For each case, a unique ticket is assigned and used for future communication. If a customer contacts you instead by phone or chat, you should create the case manually in the system.

A case is in a common support queue until an employee takes responsibility for it. Case assignments can later be transferred to other employees.

The helpdesk system ensures a service case is never forgotten, and supporter acts based on the customer’s Service Level Agreement. When required, you have a way to categorize and prioritize cases. The system warns if a deadline is being exceeded so that nothing is lost. Once the case is closed, you can easily and quickly record time spent.