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(STAFF)
The staff can view the list of staff who have recently logged into their accounts with the time of logging in. He can in addition view the list of recent tickets assigned to him including details of date and time of last updation and ticket status . It is important to note than tickets assigned to other staff of help desk SAAS cannot be viewed. There are six separate categories provided for easier content management.
Google Analytical dashboard with visualization
We have integrated the Google Analytics API code in the coding so that the staff can have a clear idea on the browsing pattern of the help desk site and plan his work accordingly. These details are provided along with graph. The users may choose different colors for each curve drawn.
Knowledge base management - Article Preview
Once the composition process reaches its completion, the staff can view a preview of the articles. The user will be viewing the articles in the same format.
Pdf guides
the staff should convert 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 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. Staff 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'.
Routing ticket across departments
In help desk ticketing system, tickets can be moved by staff across the departments, if admin issues such privileges to the staff. Staff can make use of this privilege delegated to them by the admin, if they feel that it would be technically inappropriate for their department to handle the issue.
Ticket listing
The tickets will be successively listed as records with several columns including subject line, status of ticket etc. The IP address of the system from which the ticket has been posted will also be displayed.
Ticket posting on behalf of users
At times, some complaints may be received from the client end by the staff through telephone or to the staff's mail id directly. Under such circumstances, the staff will be required to post the same as ticket on the behalf of the client. If the staff posts a ticket by himself, it is mandatory that he enters the mode of communication through which the issue was brought to his notice.
Knowledge base management - expired tickets
The articles whose time period set for being displayed online gets over, will be stored under this section with all details such as number of hits, average rating, comments on the article etc.
Knowledge base management - Article Rollback
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. Such good features distinguishes our help desk support services from the rest.
Knowledge base Management - Article security
As far as staff, is concerned he is given the right only to alter or delete only the articles posted by him. He cannot even view the articles posted by other staff or admin, through the staff panel.
User forums
There is a dictum that there is no person in the world who knows and is familiar with everything. Hence we have also provided a user forum for users across the globe to interact among themselves and derive mutual benefit.
Live Chat
This web based customer support feature deserves a special mention. The staff can carry on live chat either with single or multiple users simultaneously. He can very well send files to the user, while the chat is in progress. The staff will be able to see a column towards the right, populating the list of online users. Provision for printing the chat conversation is provided with almost all the options that we get to see in a standard printer. such as setting priority for print jobs, scaling the text to be printed etc.
News and Events
The staff may post new postings, edit their postings or place their postings to be on an inactive state etc. But as with the case of article management, they would not have access to the news and events posted by others.
Help tips
Each and every section of the staff panel has help tips to escort the staff who have newly assumed office.
FAQ
Staff may post content for this section. Ratings and comments are allowed for registered users. The top 10 questions, on the basis of user ratings will be displayed in the user panel. If the question and answer given by a staff reaches that section, it is needless to mention that it will have a positive impact on the performance evaluation done by admin.
Minimal training
The trainer need not waste his time and energy over training the support personnel. New persons can adapt themselves to the helpdesk software in a matter of minutes and not hours.
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. Such a convenience will be found only in few online help desks, making the customer support system of your business effective.
Troubleshooter management
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.
Auto save option
Autosave facility is available for articles in this SAAS help desk. 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.
Newsletter management
Staff have access to the list of users who have subscribed for newsletters of helpdesk services. Staff is also empowered to suspend some persons from the list on his own discretion. The editor for creating the campaign is well equipped with necessary tools.
Expired tickets
The admin settings will be in such a manner that if the standard query resolution time fixed is elapsed, those tickets will be transferred to this section. By this, the staff can keep track of pending tickets. This facility is particularly useful when the staff is overloaded with lot of work, where it is difficult for him to remember the details of long pending tickets.
Knowledge base Management - Article scheduling
The staff can pick two dates for the fields 'from' and 'to'. The article posted will be online only for the time period specified, after which it will move by itself to expired state. There is no difficulty of entering the date manually. The calendar will be shown visually for choosing the date.
Knowledge base management - Moving articles
The staff may publish his new articles, unpublish the ones posted by him. In the above said sentence, the word 'him' may be underlined or emphasized. If staff feels that a same article can be classified under more than one sub-category he may move the same article to exist as two copies under different category and sub-categories.
Chat history
Each staff can see the chat conversations involving him alone. It is also possible to view the chat conversations taking place between a specified time period(in terms of days).
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