HD-Advanced – advanced ticket handling

HD-Advanced is a plug-in for customers who need a more complex support handling system and is suitable for organizations wishing to make possible the delegation of tickets on several levels.

Advantages of HD-Advanced:

• Fast and easy ticket delegation – When the right person is handling a ticket the result is better and faster service.
• Shorter response times – Solve difficult tickets quickly by delegating them to more specialized support levels.
• Effective and detailed support administration – facilitates even workload distribution and resource management during busy times.

How it works

With HD-Advanced it is possible to create a chain of delegations for your support personnel, thus ascertaining an ideal administration of available resources.

Various support levels can be created based on different conditions, such as areas of competence and/or geographical location. This means that it is possible to solve complicated tickets faster by delegating them to the most suited specialist. It is thus possible to minimize response times and maximize customer satisfaction.

Another extra function included in HD-Advanced is the possibility to define standard tickets that can be selected by customers on registering a ticket.