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- ReadyDesk uses a windows service that runs on your server to automate email checking, creation of billing invoices, SLA rule checking and Active Directory integration, so even when no one is logged in ReadyDesk is still working hard for you.
- Multiple technicians can receive automated email notifications about tickets based on different definable rules.
- Technicians can be automatically assigned to tickets based on different definable rules and priority orders.
- Changing ticket assignments automatically emails the newly assigned technician.
- New tickets created by the customer are automatically populated into the technician's ticket queue, with no need to refresh the page.
- New tickets are automatically created from incoming emails, including population of customer data for existing customers.
- Responses to notification emails are automatically appended to the corresponding existing ticket.
- Technicians are automatically notified about newly available tickets and live support chat sessions, both visually and audibly.
- Technicians can turn on/off several types of alerts and notifications from their personal settings page, both visual and audible.
- You can allow customers to create their own accounts from the customer interface. You can also define whether or not approval is required for customer created accounts
- Tickets can be automatically escalated based on the SLA rules you define.
- Billing Invoices can be automatically created based on the schedules you set.
- Ticket "Trigger" rules can be created to automatically change values on a ticket when they are updated. For example, the status can be changed to something like "Customer Responded". when they add a new update.
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