Frequently Asked Questions

Yes, you can. We offer a free 30-day trial period with the full version of HelpDesk, giving you access to all features so you can fully evaluate our software. During the trial, you can customize your site to suit your organisation and explore the system at your own pace.
We are happy to assist you with setting up the trial site according to your needs - free of charge and with no obligations. Sign up today to get your free HelpDesk trial site.

Artologik HelpDesk is a multi-channel platform that makes it possible for you to handle tickets coming from incoming e-mails, filled out web forms, API connected systems, as well as manually registered by the customer users and support members themselves when logged into the system. This makes it very easy for your customers to reach you and ensures a flexible and efficient way for you to register support requests.

Artologik HelpDesk is an intelligent ticketing support system. It can be used for all kinds of communication between the users who have questions and the ones who have answers, such as: help to customers, IT support, HR inquiries, internal service requests, incident management, permit applications, municipality contact centers. The system is flexible and can be customised to fit your organisation's specific workflows and support needs.

Yes, with Artologik HelpDesk you can create your own priorities and classifications to make it easy for your users to keep their requests organised. 
You can even categorise tickets by type and link related tickets to group similar issues. In your ticket lists, you can activate the filters of your choice to quickly find and manage tickets to quickly find and manage tickets, optimising your ticket management.

Absolutely! Artologik HelpDesk lets you effortlessly delegate tickets to the right support members or escalate them to pre-defined specialised teams. You can even assign specific tasks within a ticket to different support members, involving the needed team mates into the solution making process and thereby getting back to your customers faster than ever.

Yes, provided the customer has a user profile and has been granted access to log in. Users can follow their tickets either within HelpDesk or through the "My Account" external page, which is downscaled to only provide basic features to the customer user.

Each ticket gets a unique ticket number, so if a user (known or unknown) contacts your support teams with that information, they could give them updates about their tickets.

Yes, you can create as many FAQ categories and lists as needed. It is also possible to translate the FAQ tickets and make the FAQ accessible to all or certain groups of users, inside the tool as well as on your website or the intranet. You can set up your own search pages, and define for each which data can be searched for, its design and which questions shall be available.

Yes, by using the 11 report engines at your disposal inside HelpDesk. In each you can create your own reports by giving them a name and filtering the data and dates you want to get information about. Clean reports are then displayed for you to reuse at any time. You can get results from the first day of usage of the system.

The reporting tools help you monitor performance and identify opportunities for improvement by providing insights into ticket flows, handling times, trends, ticket volumes, SLA compliance, and history logs. By analysing support data, you can also identify recurring issues and themes, uncover products with frequent defects or unclear documentation, and use these insights to improve products, processes, and support policies.

The user roles are divided between support members and support customers. You can use the roles you need for your type of support.

Support Members (all the persons who work in the support team):
-    Administrator: In charge of administering the system and providing support.
-    Ticket operators: Handle the tickets (from creation to handling to closing).
-    Telephone operators: Can register new tickets for customers and read the content of registered tickets to inform customers of the status of their requests.

Support Customers (all the persons who may ask for support):
-    Organisation administrators: Customers who can register tickets for themselves, register users for their own organization and see all tickets registered by their own users.
-    Organisation user: Known customers who are allowed to ask for support. Their history of tickets can easily be followed.
-    Anonymous user: Persons who are not known in the system but that you allow to contact your team for support. They will have no personal history.