Trouble Ticket System
Managing SupportYour control panel comes with an integrated support centre that allows you to communicate your problems and questions to support staff using a web browser.
Organisation is the key:
Support requests need to be organised, tracked and managed from one location that's why we have included a fully featured trouble ticketing system accessible from your control panel.
Easy Access For Your Clients
We believe your support system needs to be easy for your clients to access which is why we provide 2 easy routed to log a support call. An email to a specified address (eg:support@yourdomain.com) or a simple process from your end users control panels will result in a unique call being logged to a database.
Furthermore you are able to log support calls on behalf of your clients (useful for call centre and telephone support requests). Furthermore you may set individual support addresses with each being assigned to a specified queue i.e. support@yourdomain.com goes to support queue, billing@yourdomain.com goes to billing queue
Allocating Support Calls
You can create multiple support accounts for internal staff enabling you to scale your support operation as your client list grows. Managers are able to assign individual calls to specific engineers to take advantage of specific skill sets within your organisation
Organising Support
Each support call is assigned a unique identifier which can be relayed to your clients by means of automatic call response. Calls can be searched by various flexible options allowing you to respond quickly to any request.
Once a call is answered and closed it will be archived for recall at any time.
Tickets can also be re-assigned if required
Reporting
The system can provide various statistics including number of open calls, unassigned calls and historical call statistics to show past call logging events
Answering Support Calls
Support calls are managed from the main control panel via means of a web based interface. Your support staff can browse calls and respond accordingly. Once a request has been answered your system will automatically send a reply via email to your end user.
The call can then be left open if required or closed if complete. Answered calls are automatically sorted to a new 'answered' list for easy management. Should you request a further response from an end user you will be alerted when a response is received therefore increasing your response time.
Altaire offers the most complete reseller hosting solution available.