With Help Desk Premier, your tickets are completely managed and your workflow supported, from the moment they are entered through their resolution. Communication with the customer can be handled from within the system, and emails and escalations can be triggered automatically based on your criteria.

Help Desk Premier will log a complete history of activities taken on your tickets, such as status or priority changes, emails sent or received, or other changes to the ticket that you can designate.

Benefit: You will always know what happened while resolving a user’s request, helping to ensure customer satisfaction.

Complete Ticket Lifecycle Management – Help Desk Premier

With Help Desk Premier, your tickets are completely managed from creation to resolution.

Tickets can enter the system through a variety of means, including the customer self-service portal (web entry by the requestor), email, or direct entry into the rich user interface. Tickets can be entered through templates, which allow for both customizing the fields that appear on the ticket, as well as default data. For instance, if a common request is network access for a new employee, you can create a ticket template that contains the fields necessary to process such a request. You can also enter default data such as the Category, Priority, Subject or Description.

Help Desk Premier’s Ticket List

Your help desk tickets are available through any number of customizable views. Tickets can be color coded by priority so you can quickly spot the most critical incidents and requests.

Once the ticket is entered through any of these means, it has its complete history tracked, including field changes, correspondence with the requestor, technician notes, and resolution details. During the lifecycle, it can automatically be routed to the appropriate staff, or have critical fields changed based on criteria that you defined. For example, if a ticket is of high priority but not resolved within four hours, you can automatically have the priority changed to urgent, and have the assigned technician’s team leader receive an email.

Help Desk Ticket Window of Help Desk Premier

The ticket window allows service requests, incidents, and problems to be entered through an easy to use, highly customizable interface.

When the ticket hits critical milestones, or once it is resolved, you can have an email sent to the requestor to keep them in the loop. You can also optionally move it to the knowledge base to help your entire team resolve the ticket more quickly, should the problem recur in the future.

With its powerful features and high level of customization, Help Desk Premier can help you manage your workflow from start to finish.

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Help Desk Premier is a complete help desk software solution that allows you to provide more efficient IT support while lowering your costs. It is ideally suited to the needs of a small to medium help desk or service desk. Call us to discuss your help desk or service desk needs at 877-615-5194.