HD-Advanced - Advanced Request Handling 

HD-Advanced is a plug-in for customers who need a more complex support handling system.

Advanced request handling is suitable for organizations that wish to create a possibility of delegating requests in several levels.

By classifying your customer organizations into different organizational groups, which are linked to support groups, you can establish a more structured way of working. This way, you will be able to offer your customers better service and reduce the workload on your helpdesk organization.

Advantages of HD-Advanced:

• Administrate the manpower of your support staff in a highly efficient way.
• Create a well-defined workflow for your support staff.
• Enable fast delegation of requests to the right persons.
• Solve difficult requests quickly by delegating to more specialized support levels.
• Create several support levels, based on different conditions, for example areas of competence and/or geographical location.
• In very busy times this plug-in can enable you to divide the workload within the organization and manage the peaks.
• Increase your support staff's quality of solving requests - since the requests are forwarded to the most suited specialist.
• Minimize the reply time and maximize your customers' satisfaction with your support.
• An extra feature: define the standard requests which the support customers can select when they register.