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ADVANCED HELPDESK SYSTEM

All-in-one service desk software solution with built-in Ticketing,
CRM & Call Center system.

Provide the Best Customer Support with InfoServ CRM

Improve your customers satisfaction and keep your loyal customers by providing exceptional customer support. Equip your help desk team with ticket management system that’s feature-rich, easy to use, and helps them solve support tickets fast.



Easy issue capture with seamless channel integration

Support customers seamlessly across phone, email and web chat. Use InfoServ’s common platform for handling all customer interactions, all from the same help desk. Easily capture and document customer issues and transform them into service tickets. Move away from your inbox by setting up triggers to automatically open support tickets. Respond to customers fast, regardless of what channels they write in on.

With integrated inbound and outbound calls, emails, and customer-initiated live chat, have all ticket-related communications along with voice recordings, chat transcripts, and email contents, right into your ticket for fast and easy access, and help your team ensure meaningful communication and fast ticket resolution.





Personalized customer support with built-in CRM

Don’t just address customer tickets, connect with customers and solve their issues with a personal touch. Delight customers with fast personal answers to their support issues and requests.

Thanks to the built-in CRM system and customer information available right into the trouble ticket, your support team will be able to understand the customer better and provide contextual and personal support.

InfoServ® Helpdesk Ticketing system works off a centralized customer relationship management (CRM) database and your customer support team has a 360-degree Customer Profile view at their disposal with the relevant customer context they need to provide faster, more accurate, and personalized responses, and ultimately improve the customer service experience.



SLA Management

InfoServ lets you define Service Level Agreement (SLA) policies for the time within which your support team should respond to and/or resolve tickets. Use SLAs to standardize your service quality and meet client expectations. With SLA views your team will easily monitor ticket’s SLA status, and be able to spot and avoid beaches, and meet deadlines.

InfoServ Helpdesk System allows you to setup different SLA policies for each ticket type, while taking into account your working / business hours. It can even automatically remind support agents or escalate issues to managers in case of SLA breach.



Custom Ticket Fields & Forms

With InfoServ Helpdesk System’s high level of customization you can tweak the fields you need for each ticket type so your support staff can ask the right questions and collect relevant information from customers. Add as many ticket fields you need to ensure your agents gathers all the relevant data required.

Use the ticket information to understand the issues better, to provide better and faster customer support, or to analyse recurring issues, trends and working solutions.




Knowledgebase (FAQ) and Reusable Templates

Organize answers to frequently asked questions (FAQs), instructions, documentation, and advice with a built-in internal knowledge base. Accessible directly from the support ticket, you can browse your knowledge base and quickly search among topics to find the right information and address customer issues fast.

Save replies to common questions and issues as reusable email templates. Standardize ticket responses among support agents and save valuable time from typing manual replies. Using templates whenever possible will ensure that everybody in the company talks to customers in a company approved, standardized for all employees language. In addition, you can personalize your responses by using a built-in system of "TAGS" using customer specific details like name and honorific, from the client profile.



Ticket Reporting & Performance Dashboards

Monitor how your helpdesk team is performing with ticket reporting and advanced analytics. Track metrics such as tickets closed, SLAs violated and average time to resolve a ticket to accelerate your team’s efficiency.

Use InfoServ’s built-in reporting tools to identify problems faster, recognize good or bad performance, identify support issue dependencies and common ticket solutions, and monitor service standards. All reports are customizable and you can easily create new reports according to your specific requirements.