Use the Intoweb Helpdesk system to automatically capture and manage email requests about a service you offer. The Helpdesk will alert you of any unresolved issues and allow you to draw reports on helpdesk usage.

General Configuration

The system can be used both externally (clients) and internally (staff). An e-mail address is set up for each Helpdesk and when a person sends an e-mail to that address, the system automatically logs it into the Helpdesk under “New Requests”. A person will go and sort through the requests to make sure that they are filed under the correct Helpdesk. If not, they will move them to the correct one.

Various Helpdesks

The system allows you to set up various Helpdesk such as IT Support, Accounts and Leads. Each Helpdesk is controlled by a group of trained staff and are independent from the other Helpdesks. An administrator, normally the head of the department will be assigned to oversee the relevant Helpdesk.

Auto responders

• Once a person logs a query, an e-mail is sent to them confirming that the query has been received. The e-mail will contain a ticket number that can be used as a reference as well as an indication of where their query is in the queue.
• The recipient of this e-mail will be asked to click on a link to confirm that they have received the notification e-mail. If they do not do this, the system will keep sending the e-mail until they click on the link.

Notifications

• Notifications are sent to Helpdesk staff when queries are logged onto their Helpdesks.
• They will receive occasional reminders about outstanding queries.
• If it seems that queries are not handled, a notification will be sent to the administrator of the Helpdesk.

Other features

• Track Helpdesk usage
• Reporting allows you to draw reports using various filters and criteria
• Pending requests can be viewed to check where information is outstanding and whether the outstanding information is due to the Helpdesk staff or the client
• An optional Billing feature allows you to automatically invoice clients for support