HelpDesk provides a well-organised overview of support matters and stores all related information in one place. The support tool has practical functions like an FAQ, delegation, a knowledge database and SLA.
It is possible to create customized log-in pages, making it easy for your customers to register trouble tickets, regardless of whether you're working in IT support, customer services or HR. The program is flexible and customizable and supports several ITIL processes.
Both internal and external support matters are easily handled and since all communication is saved knowledge and experience within the organisation can be used in an even better way.
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Each type of request can have its own registration form with questions and standard answers adjusted to that specific request. This makes it possible to gather the information needed directly, which in turn results in less work with request handling.
Request operators can give feedback to the customer and send out questions within the organisation directly from the registered request. All e-mail communication is saved in the request which means you have all information gathered in one place..
It is easy to create different types of reports and customize its content. The reports can give basic data in order to prevent support and plan staffing.
The program is easy and intuitive and there are also instructional videos and help texts which give explanations and tips for the different functions.
HelpDesk gives ticket operators a practical overview and lets them filter the list of tickets so that they only see the requests they are interested in.
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Your organisation is unique, as are your requirements when it comes to support. We know this and in order for you to have a support tool ...
Many of the questions handled by the support are recurrent. In your FAQ (Frequently Asked Questions) you can gather these questions, but ...