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Tele-Support HelpDesk "Lite" (2 User)

Software for Customer Service, Help DeskCall TrackingCustomer Support.

 

For companies who need to track calls from inception to resolution.  Powerful features, affordable price.  Watch our online Video Demo or try 30 day eval.

 

Compatible With: Sage ACT!, Versions
Created by:

2 User "Lite" concurrent $975.00


DetailsProduct SpecificationReviewsAdditional Documents

Manage Customer Service and Help Desk

Your sales and support people will be able to answer questions quickly and accurately and provide better information to your customers. Tele-Support HelpDesk offers complete time tracking and helps you keep control of your incoming calls!

HelpDesk’s powerful features integrate with and share data with Sage ACT!.

 

HelpDesk is affordable, powerful, and a critical component in your company’s Customer Relationship Management (CRM) program.

HelpDesk is being used by large companies, from General Electric to many small two member support teams. Why? Because it’s easy to use, implement, and train. Your company can be up and running in minimal time.

 

Tele-Support HelpDesk – List of Features  

  • Known Issues (bug) Database
  • Updates Contact Manager Fields and Creates History Entry. HelpDesk details available to the Sage ACT! user.  Sales Reps are aware of tech issues before calling customers.
  • Contract & Pre-Paid Support Tracking. Track per hour or per incident contracts. Updates balance remaining in contact manager. Warn operator when expiration nears or depletes pre-purchased quantity.
  • Reporting. Built-in reports. Detailed summaries by customer, staff, category, product, priority, status, and user defined categories.
  • Hot Tips Knowledge Base, Use HTML, Rich Text, Graphics, Web Pages.
  • Priority Escalation with Email Notification
  • Launch external programs and pass HelpDesk parameters.
  • RMA Tracking
  • HelpDesk Post Office – Built-in central email. Log and attach both outbound and inbound email. Drag, drop, or auto link attachments to inquiries. Auto route inbound responses to existing inquiries and staff.
  • User Defined Intake Forms – Configurable forms and questions to reflect problem type. Never miss required data or information again. Link Database Drag, drop, and link documents, web sites, spread sheets, or any windows object to inquiry and contact record.
  • Inquiry record has many User Defined Fields plus unlimited forms.
  • Work Flow – Send an email to a sales rep when an inquiry is started or resolved.  Send a thank you or survey email to a customer when a ticket is closed. 
  • Time / Material Billing – Build a multi purpose rate table.  Add a time based or material based cost(s) to an inquiry.  Multiple rate selection schemes available.
  • Task Management - Assign one or more tasks for various operators to an inquiry ticket.  Tracks tasks and overdue items.

Optional Modules  

  • HelpDesk for the Web – run HelpDesk or other applications from any web browser or desktop
  • HelpDesk SQL version
  • Hot Tips Publisher
  • Inquiry Status Publisher
  • Quick Books Billing Link

Benefits 

  • Track customer calls.
  • Stop answering the same questions over and over.
  • Resolve issues quickly.
  • Share your knowledgebase with customers over the internet.  Allow them to lookup answers to questions on their own.
  • Good customer service promotes customer loyalty and repeat sales. 


 


Product ID: TSHD-Sage

Industries: Non-Industry Specific

Business Needs: Contact Management, Contract Management, Budgeting, Asset Management/Maintenance, Field Service, HelpDesk/Support, Warranty & Service Contract Management