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Tickets are automatically given a new, unique ticket ID number upon creation.
Only customers flagged as having support may create new tickets, automatically managing which of your customers are and are not current with your support agreements.
Tickets can be easily assigned or re-assigned to different groups or technicians.
Both technicians and customers can add file attachments to tickets.
Each ticket's complete history is viewable directly on the ticket form, allowing both technicians and customers to track the progress of a ticket.
New tickets are automatically loaded into the technicians' ticket queue in real time with no need to refresh the page.
Technicians can be alerted of all incoming tickets.
Administrators can allow or deny the closing or re-opening of tickets.
Administrators can view, edit and delete tickets from the administration console, including the ability to edit fields that are not editable by the technicians.
Administrators can create rules for sending automated ticket notifications to multiple groups and technicians based on different criteria.
Administrators can create rules for automatically assigning tickets to groups or technicians based on different criteria. These rules can also be easily arranged in order of priority over each other.
Tickets can be automatically generated from incoming emails.
Tickets can be locked while worked on to prevent another technician from updating the same ticket.
Technicians can be alerted visually and audibly when a customer updates the ticket they are working on.
Tickets can be exported to Excel directly from the technician interface with the click of a button.
Technicians can work on multiple tickets at the same time using the tabs at the bottom of their interface.
To see a quick view of the last ticket update, technicians can simply place their cursor of the subject in the ticket list.
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