Help Desk
So what's the difference between a good Help Desk / Customer Service platform and the Help Desk module of a fully integrated relationship Life Cycle Management solution? Glad you asked!
A Good Help Desk / Customer Service platform:
- Enables interactive service-related communications between two parties, typically a solution or product vendor and their customers
- Ensures timely issue resolution and a positive customer experience
- Maintains high levels of customer satisfaction and retention
- Automates the incident ticketing, escalation and resolution process
- Includes a FAQ facility to enable a certain level of self-serve resolution
rave7™has a best-in-class integrated Help Desk. Not an add-on or simple, module, but a full featured system that has all you'll need to manage your support center. The functionality is vast, and the form fields are 100% customizable right down to the database level. The case type fields allows you to create/use completely different forms based on the case type.
rave7™ is one of the most feature-rich help desk products available. All of our help desk screens are 90-100% customizable.
FEATURES LIST
General Features
• 100% Web based
• On-Line Help
• Reminders
• Multi-Language capable
• Detailed Security Options
• Customer/Contact Database
• Asset Management
• Training course manager
• Product Suggestions Module
• New group/Support forums
• Contact Management
• Import/Export
• Supports Multiple Contacts Per Customer
• On-Line Help
• Reminders
• Multi-Language capable
• Detailed Security Options
• Customer/Contact Database
• Asset Management
• Training course manager
• Product Suggestions Module
• New group/Support forums
• Contact Management
• Import/Export
• Supports Multiple Contacts Per Customer
Email / Web
• Fully Featured Online Support For Customers
• Automated Response Emails Can Include Links Back To The Open Case
• Files Can Be Attached To Case Emails
• Automated Response Emails Can Include Links Back To The Open Case
• Files Can Be Attached To Case Emails
• Authorized Users Can Open / Monitor Their Own Incident Tickets
• Access To News Group / Support Forum
• Supports POP and SMTP Email
• Supports Microsoft Exchange
• Email Broadcast
• Access To News Group / Support Forum
• Supports POP and SMTP Email
• Supports Microsoft Exchange
• Email Broadcast
Service Call / Incident Logging
• Centralized Call Logging
• Customer Look-up
• Call Notes / Journals Can Be Entered For Each Case
• Incident Priority / Severity Assignment, With Alerts
• Customizable Logging Options
• Automatic Generation Of Incident Numbers
• Automated Call Transfer / Escalation
• Supports Ad-Hoc Billing
• Attach Files To Cases
• Customer Look-up
• Call Notes / Journals Can Be Entered For Each Case
• Incident Priority / Severity Assignment, With Alerts
• Customizable Logging Options
• Automatic Generation Of Incident Numbers
• Automated Call Transfer / Escalation
• Supports Ad-Hoc Billing
• Attach Files To Cases
Service Call / Incident Tracking
• Quick Access To Your Open Cases
• Tracks Customer's Call History or Open Calls
• Workflow Options
• Tracks Time/Details For Each Person In An Escalation Path
• Automatically Tracks Case Times
• Technicians Can View/Close Other Technicians Cases
• Case Look-up By Incident Number
• Tracks Customer's Call History or Open Calls
• Workflow Options
• Tracks Time/Details For Each Person In An Escalation Path
• Automatically Tracks Case Times
• Technicians Can View/Close Other Technicians Cases
• Case Look-up By Incident Number
Support / Solution Knowledge Base
• Easy To Use Knowledge Base
• Supports Multiple Knowledge Bases
• Export Knowledge Base To HTML
• Knowledge Base Solutions Are Not Limited In Size
• Supports Extended Knowledge Base Information
• Knowledge Base Supports File Attachments
• User Definable Exclude Words To Improve Searching
• Export Knowledge Base To HTML
• Knowledge Base Solutions Are Not Limited In Size
• Supports Extended Knowledge Base Information
• Knowledge Base Supports File Attachments
• User Definable Exclude Words To Improve Searching
Defect / Bug Tracking
• Customizable Bug Database
• End User Input/Access To Follow up
• End Users Can Submit Bugs/Product Suggestions
• End Users Can Submit Bugs/Product Suggestions
Database Support
• Supports Open Database Architecture (ODBC Compliant)
• Customizable At The Database Level
• Supports MS-Access, Oracle, SQL Server, MY-SQL, Sybase etc.
• External Source Data Import / Export
• Supports MS-Access, Oracle, SQL Server, MY-SQL, Sybase etc.
• External Source Data Import / Export
User Customizable Features
• Database Fields Can Be Added / Modified / Deleted
• Screen Layouts
• Screen Colors
• On Screen Field Widths / Captions
• Field Types, i.e. Text Boxes / Drop-down Boxes
• System Drop-down-box List Items
• All Grid / Table Views
• Default Data Sort Order
• Screen Colors
• On Screen Field Widths / Captions
• Field Types, i.e. Text Boxes / Drop-down Boxes
• System Drop-down-box List Items
• All Grid / Table Views
• Default Data Sort Order
Reporting
• Supports Crystal Reports
• Includes Management Reports
• Includes Integrated HTML Report Writer
• Reports Can Include Manual Input Parameters
• Includes Integrated HTML Report Writer
• Reports Can Include Manual Input Parameters