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| Helpdesk Management |
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| Home >Solutions > Tetra Ready Business Solution > Helpdesk Management |
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| Help desks are becoming a central area of service for user support from any organization point of view. Being an integral part of an organization of any size, support function can be exciting, frustrating & challenging all at once. For any service organization, helpdesk is a vital part of providing good level of delivery. Tetra provides implementation and support of RT which is an Open Source enterprise grade ticketing system which enables a group of people to intelligently and efficiently manage tasks, issues, and requests. |
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Proactively automating support processes is key to an efficient and effective availability strategy. Efficient Customer Service is a key factor to be at the competitive edge of any Business Operations. The Customer enquiries received by an organization need to be handled, processed and managed in an efficient manner.
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| A comprehensive Help Desk Solution offers the capability to centralize all requests received via multiple channels – Email, Internet, Phone, SMS, Fax. Additionally the solution should allow you to centrally manage all aspects of Customer Support Delivery. |
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We all know how to meet and surpass rising customer expectations however Tetra can help you achieve optimum satisfaction results for improved business. |
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| Tetra can help an organization to set up a Help Desk Management System which enables them to reach out to the customer needs at a fast and efficient pace. The System can be easily integrated and deployed with the current IT landscape due to reliance on Internet and intranet technology. The Solution requires only a web browser to access and performs a myriad of service and support functions, making it easy for agents, customers and managers to access the system from virtually any where at any time. |
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Tetra provides Help Desk Management Solutions using the two most powerful Open Source Software OTRS (Open Ticket Request System) and RT(Request Tracker). These software’s, besides being enterprise ready are also powerful in terms of customization and integration capabilities. |
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OTRS has scalable features to meet the increasing needs of the service industry, with a strong SLA feature integration: |
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Multi-client capability |
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Customizable Customer, Agent and Administrator Interface |
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Incident Indication via Internet/Intranet, Email, PDA, SMS, Fax, Phone or System Alert (POP3/SMTP) |
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Complete E Mail-Integration (Inbound/Outbound) |
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Support of activities like Ticket Nos, Ticket Locking, Auto Response, Email Templates, pending reminder etc. |
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Categorization of Incidents and automatic Routing |
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Event-driven notification Features |
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Flexible mapping of Work flow and Processes |
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Auto Escalation mechanism and SLA Tracking |
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Single Sign On-Support |
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Role-based Authorization concept |
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FAQ-/Knowledge Database for Self service and Problem Management |
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Integrated Statistics Framework for reporting purposes and analyses |
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Available in 23 Languages and support of Unicode UTF-8 |
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| Allow our representative to either call you in 24 hours or E-Mail you for greater details about our services - Click Here. |
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