Helpdesk Management Solution (eHelpdesk)

Report. Support. Resolve.

Verified & Validated Product	Recommended for SMEs & Enterprises
Help to expand your business	Available in Perpetual license & SaaS based models

Overview

A helpdesk that helps you "Track, prioritize, and solve your customer interactions with ease."

Organizations in today's times work hard towards maintaining their bottom line. Since the time organizations have started understanding the what and how of customer experience, they have been promoting a customer-centric culture. Even, Gartner has declared Customer Experience as the new battlefield.

Acknowledging the need to improve customer support and satisfaction is not enough. The organizations need to put in place the right measures to achieve the goals of delighting their customers. One of the most important ways of doing that is by having an Online Helpdesk Ticketing System.

What is a Helpdesk Software?

It goes by many names - helpdesk, customer support desk, or service desk software. But, by definition, a helpdesk support system enables the companies to resolve customer issues efficiently by simply automating complaint resolution process with ticket management. The lines can sometimes be blurred between a helpdesk management system or IT service management.

But, the helpdesk is primarily focused on managing customer concerns whereas, IT service management caters to the needs of the internal functioning as well.

There can be threefold advantages of having a helpdesk software solution for: 01-Customers, 02-Agents, 03-Business

Benefits

Customer Satisfaction

Faster Ticket Resolution: The customers do not care about what is happening within the organization. They are only concerned about their own concerns. Thus, having a help desk solution enables the agents to resolve the tickets faster. The agents can also get access to a repository of FAQs to answer the customer query faster to improve satisfaction.
Keeping the Customer in the Know: Customers like to know what is happening with their query. With a help desk software, sending out regular updates on the status of the customer's request becomes easier. The customers will be kept in the loop throughout the life cycle of the ticket and not just when it is resolved. Details are available on a click of button.
Multi-channel Customer Support: Customers like to connect with the support team through the channel of their preference. An omni-channel ticket management system enables just that. The customers get the freedom to raise a complaint from any medium - voice, email, website, apps, social media, etc. RSolutions eHelpdesk empowers the agents to create tickets irrespective of the channel.

eHelpdesk

Agent Productivity

Automating Ticket Creation: Creating tickets takes up most of an agent's time. But, this can be avoided. Especially, in case of mundane queries. The agent does not need to create a ticket manually, rather a ticket is created every time the customer contacts for the same or different issue. Thus, allowing the agent to focus on solving the problem at hand and not waste time on creating a new ticket every time.
Unified Agent Interface: Save time and improve agent efficiency by saving on the "number of clicks" the agent has to make to get customer information or to get a task done. With a unified interface, the agents can have a single view of the customer details - personal information, complaints and interaction history, etc..
Knowledge Base: Creating a repository or a knowledge base to help the agents answer mundane as well as exceptional customer queries. In case of exceptional queries, the agent who solves it can record and store their approach for others to refer when in a similar situation.

eHelpdesk

Business Benefits

Monitoring and Reporting: Enabling the supervisor to monitor the functioning of the contact center or business divisions with real time dashboards and detailed reports. The real-time data helps the supervisor to take informed decisions about resource allocation to ensure agent satisfaction and operational efficiency.
Service Level Agreements (SLAs): Keeping track of the SLAs help in making sure that they are not breached. With a help desk management software in place, the managers are not only able to set the SLAs but move or escalate things up in case of a priority case.
Ticket Prioritization: The supervisor can set the rules about prioritizing certain tickets or allow the agents to do so. This is particularly helpful in case of High Net Income customers or in case of tickets where the interaction history with the particular customer has been less than satisfactory.
Streamline Operations: With an all-in-one help desk management system, the organization can ensure seamless functioning. Be it ticket creation, assignment, escalating tickets or editing the customer information, the agent or supervisor can do it easily. Hence, no more disjointed conversations and better customer satisfaction.

eHelpdesk

Conclusion

Now that we are aware as to what exactly is customer service help desk, we can better appreciate its benefits for not just the customers but organizations too. Having an all-inclusive ticket management system is the need of the hour. If a brand wants to delight it's customers at every touch point, they need to have a ticket management system that helps them to offer an omni-channel customer support. After all, an excellent customer experience starts with an excellent help desk.

eHelpdesk

Key Features

Key Features
Additional Features

A help desk that helps you Track, prioritize, and solve your customer interactions with ease.
Get access to channels, features, and functionalities.
Seamless channel integration: Give your customers the choice. RSolutions Support allows your customers to connect with you through web or mobile, or start a conversation directly through email, or any other channel you want.
Ticket forms: Ask the right questions and gather all the information you need from your customers up-front. With ticket forms, you can create multiple support request forms that show a unique set of ticket fields, making it easy for your agents to know what kind of support your customers need.
Conditional & custom ticket fields: Gather all the relevant details you need from your customers through additional conditional or custom fields. These can be made visible to both your agents and customers.
SLA views: Service Level Agreement (SLA) views let your team easily see SLA status and avoid breaches. Apply them based on the conditions you set and then track metrics down to the minute.
Business Rules: Use skills-based routing to assign the right ticket to the right agent, or triggers and automations to initiate a ticket workflow based on certain changes or time-based conditions of a ticket. Use them out of the box, or customize them to your specific needs.
Personalize your solution: Flexibility to tailor your RSolutions Support to meet the needs of your team.
Configure: RSolutions Support can be adapted to your needs. With Support, you get the flexibility to configure your own workflows-from the simplest to the most complex.
Customize: Design sophisticated customizations within Support. Build seamless integrations that leverage your tickets, knowledge base, and much more.
Personal views & macros: Create personal ticket views based on status, assignees, or any other conditions so that you see ticket information that's relevant to you.
Support insights:
- Get smart about your support.
- Access analytics tools to measure and improve your customer service.
Performance Dashboards: Get a better sense of how you're doing by gaining visibility into ticket volume, agent performance, and other key support metrics.
Custom Reports: Build custom reports to better understand your customers, measure operational efficiency, and improve your team's workflow.

Web-based - accessible from anywhere with just a browser, works on smartphones and touch devices.
- Top-Level Classification as Issue Raised
- Category, Sub-Category, Issue Type Master Maintenance with User and User Right Creation
- Ticket capturing and processing
- Ticket Resolution (Primary Support, Secondary Support & Additional 6 Support Team Members)
- Ticket Escalation and follow-up
- 3-Level Workflow for All Issue Type (Configurable @ Category Level)
- 3-Level HR Workflow (Configurable @ Category Level)
- Reporting Services
Hosted on Shared, Dedicated, Co-located or Cloud - use it online as a SaaS (recommended) or install on your own server (Perpetual)
Categorizing and Tagging tickets - assign tickets to different categories and assign default support agents to categories.
File attachments - attach documents, screenshots and PDFs to tickets and Knowledge base articles.
Email-integration - sends out email for tickets creation, escalation, resolution, follow-ups, replies and notifications.
Reports with an option to export to Excel and CSV: resolution time, time of day distribution, response speed and many other. Track various customer support metrics, measure your agents performance etc.
Ticket history – tracking, ageing and analysis
User permissions - different user roles and security permissions
Custom statuses for tickets, like “draft”, “pending“, “escalated”, “resolved”, “cancelled” or “closed“
Custom statuses for ticket approvals, like “pending”, “approved” or “rejected“
Customizable design - add your own logo, change colors and fonts, add custom CSS, adjust the way your emails look.
Custom domain (for the hosted version) - switch the help desk app to your own domain name, like "support.abc.com", SSL supported.
Audit logs - so you never have to ask "who deleted that ticket?" again
Search engine - quickly find tickets by keywords, advanced search by ticket date, users, categories, sub-categories, issue type, companies, regions, custom fields etc.

Helpdesk Benefits

As the world of technology moves forward, more and more businesses are moving up to ticket management software to satisfy their customer support needs. However, some still believe that their current system still works well enough. In many cases, this system is simply an e-mail account that customers can communicate through. Although this does function, at least for smaller companies, it is far from the best option. A good ticket management software can be very beneficial to both your company, and your customers. Here are a few benefits of ticket management software that you may not have thought of.

Organization

One of the biggest benefits of using a ticket management software is the increased level of organization that comes from it. Although e-mail accounts become very messy and difficult to maintain as the load increases, ticket management software is designed to handle this. It will keep each help request sorted by customer and ranked by time or importance. It can keep track of what has been taken care of and what still needs to be done. This software really does a lot of what the customer support agent would have to do otherwise. Increased organization is a big factor in ticket management software that leads to a number of other benefits.

Efficiency

Because of the increased organization, ticket management software allows your company to respond to requests with much less effort than other systems. Increased efficiency means that fewer hours are required to take care of all of your customers' requests. Most importantly, efficiency means fewer mistakes. Your customers will be especially grateful for this

Speed

Your customers also expect their support requests to be answered quickly. While they may be willing to wait a few minutes, or even a couple of hours, they certainly don't want to wait for days or longer. A ticket management software combines organization and efficiency to create speed. This allows you to respond to requests much more quickly, even with less support staff.

Routing Options

Every customer's needs are different, and each of your support staff members have an area of expertise. Even if you are not aware of it now, they each have something that they are interested in, or an area in which they have a lot of experience. Ticket management software allows you to make use of these specialties, if you are willing to identify what each employee is best at, and supplement that expertise with a little extra training. The software can allow a customer to select the topic of a request, which will route it to a specific person.

Professionalism

The importance of professionalism is often greatly underestimated in the world of business. Companies will almost never do business with another company if they don't act professionally. In many ways, an e-mail support system, and many other outdated support systems, give off a strong feeling of unprofessionalism. On the other hand, a ticket management system is seen as new and forward thinking.

Automated updates to customers

Customers want to know what's going on as much as possible. A ticket management software can update users automatically when necessary. For example, customers hate to be kept waiting when they need a response to a question, but sometimes it is unavoidable. In this case, a customer will be much more patient if they receive a notification that it might be a little longer than they expect.

Records of previous communications with each customer

Customers don't like to be asked questions multiple times. When you use a ticket management software, you'll be able to keep track of all communications you've had with a customer, whether or not they're related to the current issue. This provides your staff with lots of helpful information, and prevents them from having to ask your customer questions repeatedly. This saves time and money for both you and the customer.

Statistics and analytics possibilities

In addition to keeping records of actual communications, you can also ask customers questions at the end of each support session, which allows you to collect data and perform analysis on almost anything, from how happy your customers are with your support system to how they feel about a product, or even your business in general.

Prioritization

Finally, ticket management software allows you to prioritize requests, which can be very beneficial. For example, you may want to insure that your best customer is always kept happy by responding to their requests first.

Customer Support

Customer support is a huge part of a successful business, and you may be surprised by how much a ticket management system can do for you.

Process Flow

Step 01: All Ticketing will have a top-level classification as Issue Raised.
Step 02: All Ticketing to be categorized in Category, Sub-Category & Issue Type.
Step 03: Employees master will be updated through admin module or directly from SAP ERP to Helpdesk Application (XLS Upload option will be provided to upload master data from SAP to Helpdesk Application in a pre-defined format or updated by RSolutions Support Team.).
Step 04: All Categories can have either 3-Level Workflow configurable @ Category Level; 1, 2 or 3 levels can be configured against the Issue Category and based on this configuration, the tickets will first go through approval and then it would be available for processing or would be available directly for processing.
Step 05: All HR Tickets will go through 3-Level Approval based on timelines before going for processing. Only Approved action will be allowed and Rejection action will be disabled.

eHelpdesk

Step 06: All users submit ticket to the web-based help desk software either using the web-interface. Team is notified of a new ticket by email and SMS integration can be done (Additional feature, SMS Pack Additional).
Step 07: All Tickets Approved @ All Levels in Workflow will go to respective employee responsible for Category for further processing of tickets and closure. We can configure up to 5 employees against the Category for Ticket Resolution apart from Primary & Secondary Support defined for an employee within employee master. Any of the employees can process the ticket and resolve.

Helpdesk Solutions Architecture

Helpdesk - Web-Based Application

Platform - .Net Platform
Language - C# (C Sharp)
Built Technology - .Net Technology
UI Design - ASP.NET / HTML / CSS and JS
UI Pages - Optimize the Pages
OS - Windows 2012 & Above
Database - MS SQL 2012 & Above
App Access - Browser Hosting (individual Machine)
Authentication - User Login Authentication
3rd Party plugins - Decide in Development stage

eHelpdesk

Database Schema

eHelpdesk -> Database -> Tables, SPs & Functions
Database – MS SQL 2012 & Above
New Tables & SPs – Will add as and when required in customization
New Fields – Will add as and when required in customization

Application Screenshots

My Account Page Screen

Dashboard Page Screen

Master Modules Screen

NewTicket

NewTicket Complete View Page

NewTicket Confirmation View Page

Approver-1 View Records

Approver-1 Approval

Approver-1 Approval Confirmation

Approver-2 View Records

Approver-2 Approval

Approver-2 Approval Confirmation

Approver-3 View Records

Approver-3 Approval

Approver-3 Approval Confirmation

Transaction Modules

Ticket Processing Escalation Option

Ticket Processing Resolved Confirmation

Ticket Processing Resolved Option

Ticket Processing User Confirmation

Ticket Processing User Confirmation Page

Ticket Processing User Confirmation View

Ticket Processing View Page

Report Modules

Report Screen

Ageing Report Employee Wise

Ageing Report Location Wise

Ageing Report Ticket Wise

Ticketing History Report Screen

Power BI Report

Hierarchy of Help Desk

Level of Users

Customer

The user seeking solution, enter the problem on an online application or searches solution for a particular problem.

Agent

Person who attends calls/mails of customers and logs complaints on behalf of customers. Agent also goes through complaint raised by the customer on an application, searches from FAQs / Knowledge Bank & provide instant solution. If required, escalates to the Specialist for solution.

Specialist / Coordinator

Specialized person with ultimate responsibility for providing solution to customer when complaint escalated by the agent. He updates the library of FAQs / Knowledge Bank & solutions for future use.

Required Software/System

RSolutions eHelpdesk Internal Server vs Hosted

RSolutions eHelpdesk Solution can be hosted on customer internal server or an external hosted server like Shared, Dedicated, Co-located or Cloud Server.

Customer Internal Server

In case it's hosted on internal server, customer needs to manage the following.

Installing a web-application on a server, install and administer MS SQL Server, create databases and run SQL scripts, configure IIS server basic settings, and other required settings and configurations.
Client-side requirements -Any computer, laptop, smartphone or a tablet with a browser (on PCs modern browsers are recommended: IE10+, Firefox or Chrome) with JavaScript enabled features.

eHelpdesk

System Requirements

Windows 2003/2008/2012/2016 Server or above. Please note that "client" versions of Windows, like Win7/Win8/Win10, have a limitation on how many concurrent web-server connections are allowed. A "Server" OS is highly recommended.
IIS Server 7+ (IIS 8.0 or above is highly recommended!)
.NET Framework 4.0 or above
MS SQL Server 2012 and above (the free Express edition is fine), optionally you can install
"Full-Text Search" for better and faster ticket search, but that's optional
MS SQL Server does not need to be on the same machine with the IIS server.
Install the product files manually by simply copying the files to your web-server and setting up the app in IIS as an "Application" and setting the right permissions and properties.
For outbound emails to work you need to setup SMTP services on your web-server.

eHelpdesk

Hosted Version

To save time and cost from configuring a server with required softwares, installing the ticketing system and maintaining updates later, we would recommend the hosted helpdesk which can be implemented and configured in couple of hours on Shared or Cloud (Amazon, Azure, or Other Cloud Platforms) Sever.
Hosted version can be installed on the following and the infrastructure can be scaled up as and when the business requirement grows. Hence help in achieving a better ROI.

eHelpdesk

A typical helpdesk ticket life cycle

Step 01: A user submits a ticket to the web-based help desk software either using the web-interface or by sending an email or by calling an agent.
Step 02: Your helpdesk team is notified of a new ticket by email or by other notifications like SMS or push notifications to their phones.
Step 03: Both the technician/agent and the user interact by: posting replies and updates to the ticket attaching files. Optionally adding specialist to the discussion, or when a ticket needs to be escalated. All this is done using the online helpdesk's web-interface.
Step 04: As soon as the issue is resolved, the technician (or the specialist) closes the ticket. The ticket then needs to be confirmed closed by the user as confirmation.
Step 05: Optionally - the ticket is posted to the knowledge-base. The resulting knowledge-base article can be edited of course.
Step 06: Custom statuses and workflow automation.

eHelpdesk

Step 07: An administrator can optionally add one or more "custom statuses" in the helpdesk app, creating a unique workflow for his team. Like, for example, an "awaiting confirmation" status, etc..
Step 08: You can additionally create "automation rules" that will automate your workflow, for example "when a ticket becomes overdue - add Administrator to subscribers, post an alert to the ticket feed and move to a status". This feature is sometimes called "macros", "workflows" or "automation" in different helpdesk apps.

Top-Selling Products

Helpdesk Management Solution (eHelpdesk)

Report. Support. Resolve.

Overview

A helpdesk that helps you "Track, prioritize, and solve your customer interactions with ease."

What is a Helpdesk Software?

Benefits

Customer Satisfaction

Agent Productivity

Business Benefits

Conclusion

Key Features

Helpdesk Benefits

Organization

Efficiency

Speed

Routing Options

Professionalism

Automated updates to customers

Records of previous communications with each customer

Statistics and analytics possibilities

Prioritization

Customer Support

Process Flow

Helpdesk Solutions Architecture

Helpdesk - Web-Based Application

Database Schema

Application Screenshots

Hierarchy of Help Desk

Level of Users

Customer

Agent

Specialist / Coordinator

Required Software/System

RSolutions eHelpdesk Internal Server vs Hosted

Customer Internal Server

System Requirements

Hosted Version

A typical helpdesk ticket life cycle

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For license starts from Rs.100/- per user per month (With a selected range of products)

Get a Low Cost for the minimum time (with basic setup charge)

Integrated HR Suite
(eHR Suite)

HR Intranet Solution
(eHR Intranet)

Learning Management Solution
(eLearning)

Claim Processing Solution
(eClaims)

Helpdesk Management Solution
(eHelpdesk)

Document Management Solution
(eDMS)

Finance Management Solution
(eFinance)

Extranet Management Solution
(eExtranet)

Content Management Solution
(eCMS)

Online Magazine Management
(eMagazine)

Property Management Solution
(ePMS)

Shopping Portal Solution
(eShopping)

For license starts from Rs.100/- per user per month
(With a selected range of products)

Get a Low Cost for the minimum time
(with basic setup charge)