ViArt HelpDesk is a software solution devoted to make relationships with your customers as smooth as possible. It is available both as a standalone solution and as as part of ViArt Shop Enterprise.
HelpDesk enables end-users to submit support tickets via an online form or through email; at the same time, reps given by your staff via the system are sent as emails as well automatically.
HelpDesk facilitates the whole process of ticket managing: you can easily track all incoming support requests, view ticket history and even use predefined replies.
The system supports both multiple departments and managers enabling you to re-assign certain requests to managers responsible for certain problems or supported products.
Setting up different customer ranks and ticket priorities allows distinguishing more urgent problems and thus ensures their faster solutions. Comprehensive search and overall statistics are available.
Key features include:
- Comprehensive tickets management engine
- 100% web-based solution
- Unlimited number of support tickets
- All support tickets are stored in database
- Complete change history of tickets is maintained
- Emails sent to HelpDesk are converted into support tickets and visa versa automatically
- Comprehensive tickets search engine
- Ability to create a message to a customer without an initial request
- Unlimited number of departments
- Unlimited number of managers
- Ability to assign managers to different departments
- Ability to reassign tickets to other managers
- E-mail notifications for both manager and customer
- Ability to use special tags in email body and email subject
- Ability to use predefined replies and signatures
- Ability to specify supported products
- Customizable ticket types and statuses
- Ability to specify status icon and highlight ticket summary with HTML tags
- Three levels of ticket priority: high, normal and low
- Ability to add common tickets into the Knowledge Base
- Ability to use attachments
- Image validation to prevent robots submit
- Overall statistics
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