Vembu HelpDesk

To stay competitive in market, it is essential to provide high quality customer support and ensure customer satisfaction in the process. For this, customer support team should be equipped with tools necessary to access, resolve and respond to issues quickly around the clock. Also provision to manage the support ticket workflow with proper ownership, escalations, peer reviews, SLAs, reports, detailed metrics etc… provide additional capabilities to the team.

Vembu HelpDesk has been designed with this in mind – to enhance the productivity of support teams with tools to measure and improve quality of response along with ensuring customer satisfaction.

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Vembu HelpDesk

Feature Highlights in Vembu HelpDesk

  • Auto create tickets once a mail received in support Email ID
  • Enhanced new UI for Vembu HelpDesk
  • Integrated and chromatic dashboard
  • Create multiple products and groups to manage in Vembu HelpDesk
  • Set permission levels, to assign tickets and groups by support agents
  • Your manager to be able to review your support agents tickets using Peer SAT
  • Create automation rules to manage ticket assignment and ticket status notification
  • Define SLA and receive SLA notification when it is violated
  • Integrated knowledge base articles in customer self service portal
  • Let your customers provide feedback and rate support agents based on support experience
  • Customers can self manage the tickets they create and browse KB articles via customer self service portal
  • Integrated reports to help analyse performance of a team and individual agent

Advanced Support Ticketing

Support tickets will be auto created on receiving an issue mail from customers. Support agent will follow up with the customer issue once a support ticket is created and will work on the issue with consistent follow up mails, until issue gets resolved

Advanced Support Ticketing

Manage Multiple Products & Groups

Vembu HelpDesk allows an administrator/manager to create and manage multiple products at the same time. Multiple groups can also be created under each product to manage individual requirements (for example: L1 Group, L2 Group, product modules etc. for a product). You can map a support email ID with a respective group created by automation feature.

Manage Multiple Products & Groups

Automation

Vembu HelpDesk allows you to automate functions related to handling tickets. Automation rules can be created based on ticket priority, status, group, product and domain to perform specified actions on tickets. For example, an automated action can be set to notify a manager group on receiving a ticket with high priority from a premium customer.

Automation

SLA (Service Level Agreement)

SLAs (Service Level Agreement) in Vembu HelpDesk is designed to measure the performance and quality of your support by ticket priority. In case of any SLA violation it will trigger an email and escalate it to the managers. We can create multiple SLA to provide better service for customers

SLA

Mail Server Configuration

Vembu HelpDesk has its own domain to support numerous support mails. Configure your primary mail server using Vembu domain to forward your support emails and to fetch in Vembu HelpDesk as tickets. Configure your multiple support email IDs in custom mail server and assign products and groups to manage your support tickets.

Mail Server Configuration

Web Forms for Ticket Submission

It is easy to create web form tickets for your customers using Vembu HelpDesk. Type form name, return URL and select product; once done, click generate form to get a code snippet; This code is customizable based on your need. Include the code generated in your website to generate support ticket from your website.

Web Forms for Ticket Submission

Peer SAT

Vembu HelpDesk developed PeerSAT feature that allow managers and the peers to review support agents and rate the ticket responses. This helps in improving quality of support service.

Peer SAT

Follow Up

Vembu HelpDesk uses follow-up feature to assist customers in a timely fashion when required. Choosing a time and date with a small description of customer issue, followups can be created. This will remind the agents with a popup notification when the time arrives and help reach customers on time via call or email. You can also track unclosed follow-ups based on due date and can reschedule them if required or close it, if issue is resolved.

Follow Up

Custom Filter

Vembu HelpDesk provides custom filter option that lets agents save their current searched filter as separate custom filter, which can be used in future when required. Every ticket that meets created custom filters criteria will be listed under custom filter automatically.

Custom filters can be saved as default filter. By default, tickets under default filter will be displayed while login. If you create multiple custom filters as default filter, the most recently added custom filter will be set as default.

Custom Filter

Customer Self-Service Portal

Vembu HelpDesk has integrated web-based self service portal for customers where they can login to create new tickets and check status of their existing tickets. They can also provide feedback and ratings on their support experience.

Customer Self-Service Portal

Knowledge Base

Knowledge base is an integral part of Vembu HelpDesk where a support agent can create and edit a knowledge base article. This article created is further verified by managers and will get published in customer self service portal. Customers can view, like, dislike any KB article published in customer self service portal. KB articles acts as first source of support articles that helps customers handle general queries on their own.

Knowledge Base

Vembu HelpDesk for Mobile

The Vembu HelpDesk application is available for both android and iOS. Support agents can respond to customer queries via their personal handsets from any location they are in

Vembu HelpDesk for Mobile