Help Desk

Support Lifecycle

Features of Vtiger Helpdesk:

1. Resolving issues in ways customers prefer

Let’s the team adopt a customer focused process: from self-care and preferred
engagement channels to meaningful response/resolution targets and customer voice.

2. Setting up the agents for success

Offload your agents from the most dreaded task - data entry. Let them handle equitable
loads with realistic targets. Give them a clear picture of what to focus on while giving
them easy access to needed information including intelligent recommendations. Make it
easy for knowledgeable members to lend a hand when needed.
3. Vtiger makes it easier for support managers to be ahead.
Let support managers proactively address important issues that need attention and
prevent escalations. Give them a clear idea of what and why so they can address
systematic issues with process or personnel.

4. Provides Automation
Prebuilt automation in Vtiger helps to create cases, route to groups, assign priorities and
SLAs and assign to agents within a group.Cases can be automatically linked to the right
contact and organization. When contacts and organizations don’t already exist, they are
created automatically. Agents don’t have to manually input data into Vtiger.

5. Resolve issues in ways your customers prefer

o Quickly find answers to common questions

o See status of outstanding issues
o Add comments to existing cases
o Close resolved cases
o Raise new issues

6. Choosing the right channels for case creation:

Vtiger gives the flexibility to create cases automatically from EMail, Webform and
customer portal. Agents can create cases from Tweets, Chat and Phone with one click.
While customers would like the freedom to choose the channel they prefer, it is useful to
identify what is effective.

7. Intelligent recommendations
Most businesses have a knowledgebase that may or may not be formalized. When it only
resides within knowledgeable people, it is not usable by a larger community. From
simple tips to answers to complex questions, it is always a good idea to organize the
content as needed to help your customers. This means being able to find answers quickly.
Vtiger has taken it a step further and have the system understand your intent and
 recommend relevant answers. Better yet, the system learns as agents use answers and
helps you improve your knowledgebase based on real usage.

8. Access to required information

To help agents prioritize tasks, you can set up specific criteria that allow them to work on
important issues. By setting this up, agents know if they are supposed to address
escalated or reopened cases first or address urgent issues from VIP customers and such.
This removes ambiguity and allows agents to focus on resolving issues.Once an agent
decides to work on a case, important information pertaining to customers and issues
needs to be easily accessible. In addition to Priority, Time left and Status, you may want
them to know how important a customer is to your business. Role specific information
helps agents get things done right and fast – for instance, agents who handle specific
kinds of issues may need information that is directly related to it.