Suscriptor e-Calldesk is an integrated Help Desk, Client Management and Defect Tracking system to power enterprises call center. Additionally it provide complete set of functionalities for incident and response tracking needed to track customer and services problems, client requests or enhancements.
With growing customer bases and increasing end-users to support, volume of incident tickets is on the rising trend making it harder for resource-constrained teams to manage and resolve them. Incidents, when left unchecked will give rise to problems which also have to be identified and tackled by help desk teams.
Suscriptor e-Calldesk simplifies the process of incident creation, technician task assignment, SLA alerts and escalations and associating incidents with problem tickets. From a central web console, support agents will be able to monitor and manage incident and problem tickets quickly and easily.
Moreover, it allows to set up parent-child relationship between incident and problem tickets. When an incident ticket is raised, it can be clubbed under a related problem ticket. And when the problem ticket is closed by the technician, all related incident tickets get closed along with it. The ability to differentiate incident and problem tickets, and handle them differently is a key functionality of this software. Furthermore, it delivers flexible automation rules to assign incident to right technician/team within different departments to simplify service request management. This reduces considerable time and effort for support agents to manage incidents.