AJ Helpdesk Software - with SAAS Service, we have added many new features to the already great set. We strive to make AJ Helpdesk the best support management software available, and this is another step in that direction. Take a look at the features below and click on each of them to know more. Click Here to view full features history.
Dashboard(ADMIN)
Admin has access to all major sections of the site from the admin dashboard. The list of recent tickets, directed to all the departments and the list of recent registered users are displayed at the bottom. All the Google analytics statistics with the option of changing colors for the curves is provided.
High uptime
As we don't go for the conventional shared hosting, which normally the small and medium sized business firms opt, we can guarantee that this help desk SAAS site will have high uptime. The server for AJ Helpdesk is located at our development center in Madurai under our direct maintenance and control.
Free from web hosting worries
Maintenance costs and efforts associated with hosting a site are undoubtedly a nuisance. Hence we have provided help desk SAAS which comes to your rescue.
The SAAS concept is backed by secure coding so that the details of the tickets or any other data pertaining to the process of ticket flow which are confidential within the organization could not be accessed by other clients availing our services.
For each client, we will be assigning a separate account. With the corresponding URL, he can log into his account. Once we receive your first payment, we shall send a confirmation mail as an acknowledgement of the payment.
Separate source code will be created for the user after creation of account. To be more clear, the original source code will be replicated. A separate data base will also be assigned. From this point you can infer that the maintenance activity will be done quickly, proceeding from one individual unit to other. So the downtime of the help desk SAAS site is minimized greatly.
Minimal training
The trainer need not spend wastefully his time and energy over training the support personnel. New persons can adapt themselves to the AJ Helpdesk software in a matter of minutes and not hours.
Powerful and Secure ADMIN
AJ Helpdesk is build on a rigid administration platform allowing you to set various parameters of the applications with utmost ease.
Excellent levels of efficiency
Efficiency and timely resolution of query may be considered as two eyes for performance by winners. With the AJ Helpdesk software, your personnel will be able to trace the problem to its grass root or base level so that it is completely solved and does not show up repeatedly.
Speedy resolution
The customers will assign a priority level to their tickets from the list of 5 levels provided to them. Depending on the priority attached, the staff could sort the tickets and move on to resolve tickets from those of highest priority to low priority.
Ticketing system
AJ Help desk ticketing system provides admin the provision to fix a standard time for ticket resolution. Normally it may be 24 hours. Tickets can be moved by staff across the departments, if admin issues such privileges to the staff. Admin can easily monitor the transfer of tickets between departments.
Newsletter management
Newsletter is the module used to create and send the newsletter who have subscribed for the same while registering with Help Desk. Admin can create any number of Newsletters and send them to the users who have subscribed for help desk support services automatically.
Data security
Your data is our business. The admin can feel safe and secured regarding the confidentiality and integrity of the business data.
Hundred percent customizable
We understand that each person is unique in his/her own way. That is the reason why we have made this software 100 percent customizable to suit your taste.
Category management
There is a separate category for each and every section i.e, for Article, FAQ, Tutorial, Guide, Troubleshooter and Forum. The categories may be listed as tree view for overall view of the hierarchy.
Google Analytical dashboard with visualization
We have integrated the Google Analytics API code in the coding so that you can have a clear idea on the browsing pattern of the site. These details are provided along with graph. The users may choose different colors for each curve.
Statistical search with list of features
Whenever you search for something,the search must be narrowed down as much as possible. If done so, the search results displayed will be less in number so that picking the needed information will be effective and easier. For example if you are interested in searching for a particular word or phrase only in articles submitted during the month of February and not in other categories such as troubleshooter, tutorial it is very well possible.
Remainders to staff
In case a live ticket is not resolved by the staff within the time duration set by admin, then a series of automated messages will be sent to the concerned staff member as remainders. The time interval between the delivery of successive mails will be as per the administrator settings.
New ticket alert
As soon as a ticket gets posted, an alert will be displayed in the admin panel with all details such as name of the department to which it is assigned, time remaining for fixing the query etc. will be displayed. In addition to these information, the name of the person who gave most recent reply to the customer will also be displayed.
Delete option with reason
Whenever a staff decides to delete a ticket, leaving it unattended he is ought to do so only by specifying an acceptable reason to the admin. Staff cannot delete tickets at his sole discretion.
Mail parsing
Some customers may feel embarrassed or may find their private mail accounts to be more convenient for carrying over the mail conversations. That may appear as a silly reason for a customer to move over to a competitor. But in reality, some people may make it an issue. So to see to that even those section of customers are satisfied, this feature has been provided. Even the conversations carried out by the staff to the clients private mail id, will be listed in the chat history.
Restore tickets
There is always a possibility to delete some tickets in hurry. But later the admin might have a second thought regarding taking it for further processing or action. It is a basic human tendency. This is the reason for us providing an additional section for storage of these tickets namely 'deleted tickets'.
Knowledgebase management - Moving article across categories
There may be ambiguity in segregating the article under particular category and sub-category. Hence for convenience, a separate link has been provided for placing the article to a different category and sub-category.
Knowledgebase management - Rollback of previous version
There may arise occasions where after making changes to an article, the admin may feel that the previous version was better than the updated version of the article. Rollback facility is available by default for every articles.
Autosave option
Autosave facility is available for articles. The articles will be saved in regular time intervals by default, according to administrator settings. This feature comes to your rescue in case of operating system crashes, UPS failure etc. The time interval for recurrence of autosave must be specified by the admin.
Send E-mail option
As soon as each ticket gets posted, an intimation mail will be sent to admin's mail id, in addition to being listed in the admin panel. A confirmation mail for receipt of the ticket will be sent to the user as well.
Troubleshooting
In case of users stumbling upon any problem, they will be in a hurry to find a solution and will not have the patience to search for the solution among other useful material. For this purpose, an exclusive section for troubleshooting is provided. Even then, an irate customer would expect the solutions to the problems to be presented concisely under apt categories and sub-categories. The editor for composing solutions has alignment tools, ordered, unordered lists and font style adjustment tools.
Pdf guides
In this section the admin should upload the content that he is desirous of uploading to 'Pdf' format and then only proceed with uploading the document in the online help desk site. By default the Pdf guides created by admin or staff are saved as active guides and are published. The suspend feature for Pdf guides is not only provided to the admin but also to the staff. Admin may use this feature to update the Pdf guides or correct any wrong information given inadvertently. The Pdf guides may be sorted according to the criterion 'date of posting'.
Forum category
There are three settings for forum category, namely public, moderated and restricted for limiting the view of postings made in the forum of this SAAS help desk.
Automatic ticket reposting
Once the ticket gets expired, before getting due response from staff will automatically be reposted, so that the issue posted by a particular customer is not ignored accidentally, due to partiality or owing to the personal grudge between staff and customer
Time remaining display
The time left for the query resolution will be displayed in accordance to the priority assigned by the user and the time will be shown constantly decreasing, thus instilling seriousness of the prevailing situation in the minds of the staff.
Filter tickets
Tickets can be filtered using ticket status, ticket priority as well as the mode through which the issue was raised(direct ticket, phone or mail). As per ticket status, the tickets may be viewed under separate headings such as closed, on-hold, reopened ones etc.
Long listing of knowledge base contents
The prevailing list of documents can be listed with details such as title, name of creator, date of creation etc as a listing with 10 records per page, 25 records per page or 50 records in a single page.
View full ticket history
The users query may involve the user interacting with staff belonging to various departments. To bring a query which remains pending for long, to completion to the satisfaction of the customer, it is vital that the admin gets to the root of the issue and has quick access to all communications taking place related to that query. A separate URL has been dedicated for this purpose to list the history of conversation.
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