SupportQueue
Helpdesk & customer support management application
 
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At a glance

Features

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System Requirements

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Features at a glance

  • Web-based interfaces
  • Trouble ticketing
  • Knowledge base
  • Overdue ticket escalation
  • SLA (Serice Level Agreement) enforcement
  • E-mail notifications
  • Automatic e-mail importing

Benefits at a glance

  • Reduce staff workload
  • Increased staff productivity
  • Increased customer satisfaction
  • The client has a standard way of reporting helpdesk issues
  • The client builds a helpdesk history that will help establish and identify problem areas with equipment, training etc
  • The client can have confidence that each issue has been logged and is being dealt with
  • The client should receive better service, and have issues resolved in a timely manner
  • The client can gain access to on-line knowledge base information for "self-help"
  • The client can use the internet to log their own jobs, or check on progress
  • The client will receive automatic email notification about status of their helpdesk job
  • Central database of client details, helpdesk history and resolution tools
  • Action log to record every event in a helpdesk job history
  • Structured workflow for all helpdesk activity
  • Automated escalation tools to assist in timely support
  • A way of enforcing staff to use a specific workflow
  • An automated way to apply service level agreements
  • An automated way to perform helpdesk escalations
  • Statistical and trend reports to identify problem areas and increase helpdesk efficiency
  • Provide better service to clients