Help Desk

Try integrated Help desk solution by Easy Redmine for improved customer care and smoother processing. There are two basic ways of creating tickets – from e-mail or from a simplified user interface. Tickets are stored in projects where you can define SLAs, pre-paid hours, transfer 'unused' hours and easily generate reports.

Key features:

  • Tickets from e-mail or simplified user interface
  • Sorting of tickets into projects according to customer/products or any other criteria
  • Automated e-mail notifications for clients during ticket processing
  • Definition of SLA – time to response, time to solve, proprieties, pre-paid hours
  • Reports per project or client + overall stats of ticket processing
  • Customizable Help Desk statistics
  • SLA reports - average first response, failed SLAs, success ratio, etc.
  • Ticket performance monitoring by operator (ticket owner)
  • Quicker email replies from the ticket
  • Automatic email follow-ups from ticket
  • New dashboard for Help Desk managers
  • New dashboard for Help Desk operators
  • New preset dashboards with advanced statistics