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Heat Self Service Features
Streamlined workflow: The workflow for HEAT is already
intuitive. Now, users can log on and get started using the Web
connection immediately with no installation required at the clients
end.
Email ticket confirmation with hyperlink: Emails customers a
confirmation that their issue has been logged and provides a
hyperlink within the email to link back to the original issue so
they can check for accuracy and/or make changes as needed while
offering the helpdesk full security rights against any potential
miss-use.
Session tracking while using knowledgebase: You will learn
how valuable your knowledgebase software is by tracking how often
your customers use it and what they are asking. This self-help
option have also been provided to reduce the number of calls logged
at first line due to end-user safe knowledge being made readily
available.
Ability to add own support links & services: If not all of
your information is in a knowledgebase; HEAT Self Service allows the
user to add other support links and services without affecting the
integrity of the system or its data..
Lost password retrieval: HEAT Self Service reduces the burden
of password problems by automatically providing the customer with a
password if it is lost or forgotten. Security remains in tact by
emailing the password only to the address provided in the customer’s
profile but yet again aims to reduce first line support issues
within your helpdesk.
Enable 24/7 call logging/knowledge base access: Now your
customers can log calls on your helpdesk as soon as issues arise,
rather then having to wait until you are open. This enhances the
customer experience and enables users to log calls then and their
while all details are free in their minds and to hand, including
error messages etc.
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