Make Notes of Calls and Responses
Track and Monitor Complaints with a Full History
Transfer Emails to Eworks Manager with Our Outlook Plugin
Monitor Tasks and Receive Alerts for Jobs
Help Desk Software - A Comprehensive Helpdesk Ticketing System to keep track and manage your workflow
Managing Your Customer’s Tickets Efficiently with our all-in-one Help Desk Software
Managing your customer tickets has never been easier with Eworks Manager's Help Desk Software. Create, manage and track all your customer's tickets, in one system and ensure that you are always aware of any issues. Our software also allows for quicker response times, furthermore ensuring that your customers are always satisfied with your service.
A member of staff or your customers can create tickets through either your Eworks Manager admin system or the customer login portal. Your customer can hence stop having to phone in or email for assistance. With our ticket system, each inquiry is also tracked and stored.
To create a ticket, your staff or client can: select the category of the issue, select what the issue relates to, give a description of what the issue is and add an attachment if needed – it's as simple as that!
Gather Detailed Information with Our Questionnaires
Create your personalised questionnaires for your customers to answer. This way, when they log a query, they can quickly give you more information about the problem they are experiencing. This also saves your staff valuable time from having to make a trip to the customer's site to inspect the problem or having to call to find out more information.
Questionnaires are furthermore specific to the categories you set up in the system. Customers can also give you the relevant details you need to find a solution. With this feature, you can also set up priority levels for each given ticket, as well as merge or link tickets within the system.
Store Solutions for Repeat Queries
Once your customer answers the relevant questions set for them, you are then able to respond immediately with a solution. You can also easily add solutions to the Eworks Manager Help Desk by selecting the category they match to and explaining the actions the customer needs to take.
When a solution is added to a ticket, you can furthermore make it visible to the customer through the login portal. You can also inform them of the solution by sending them a direct email from the system.
Categorise Your Tickets for More Efficient Responses
Categorising your customer tickets is the first step in knowing what the issue is related to. Add in your specific categories, select which employee will tend to the category and match the relevant question and solution. With these actions, you can make the process run more efficiently.
Convert Tickets into Leads, Quotes, Jobs and More
Once a ticket is added, it can be converted into a lead, quote, job, invoice or purchase order, all while retaining the valuable information received in the initial ticket. Keeping track of your customer's queries is a significant part of any business. It ensures that your customers are happy, which, in turn, means there will be more business to come. Eworks Manager's IT Service Desk Software can keep you in control of an issue, from start to end.