Help Desk

So what's the difference between a good Help Desk / Customer Service platform and the Help Desk module of a fully integrated relationship Life Cycle Management solution? Glad you asked!

Help Desk

A Good Help Desk / Customer Service platform:

  • Enables interactive service-related communications between two parties, typically a solution or product vendor and their customers
  • Ensures timely issue resolution and a positive customer experience
  • Maintains high levels of customer satisfaction and retention
  • Automates the incident ticketing, escalation and resolution process
  • Includes a FAQ facility to enable a certain level of self-serve resolution

rave7has a best-in-class integrated Help Desk. Not an add-on or simple, module, but a full featured system that has all you'll need to manage your support center. The functionality is vast, and the form fields are 100% customizable right down to the database level. The case type fields allows you to create/use completely different forms based on the case type.


rave7 is one of the most feature-rich help desk products available. All of our help desk screens are 90-100% customizable.

FEATURES LIST

General Features
• 100% Web based
On-Line Help
Reminders
Multi-Language capable
Detailed Security Options
Customer/Contact Database
Asset Management
Training course manager
Product Suggestions Module
New group/Support forums
Contact Management
Import/Export
Supports Multiple Contacts Per Customer

Email / Web
Fully Featured Online Support For Customers
• Automated Response Emails Can Include Links Back To The Open Case
Files Can Be Attached To Case Emails
Authorized Users Can Open / Monitor Their Own Incident Tickets
Access To News Group / Support Forum
Supports POP and SMTP Email
Supports Microsoft Exchange
Email Broadcast

Service Call / Incident Logging
Centralized Call Logging
Customer Look-up
Call Notes / Journals Can Be Entered For Each Case
Incident Priority / Severity Assignment, With Alerts
Customizable Logging Options
Automatic Generation Of Incident Numbers
Automated Call Transfer / Escalation
Supports Ad-Hoc Billing
Attach Files To Cases

Service Call / Incident Tracking
Quick Access To Your Open Cases
Tracks Customer's Call History or Open Calls
Workflow Options
Tracks Time/Details For Each Person In An Escalation Path
Automatically Tracks Case Times
Technicians Can View/Close Other Technicians Cases
Case Look-up By Incident Number

Support / Solution Knowledge Base
Easy To Use Knowledge Base
Supports Multiple Knowledge Bases
Export Knowledge Base To HTML
Knowledge Base Solutions Are Not Limited In Size
Supports Extended Knowledge Base Information
Knowledge Base Supports File Attachments
User Definable Exclude Words To Improve Searching

Defect / Bug Tracking
Customizable Bug Database
End User Input/Access To Follow up
End Users Can Submit Bugs/Product Suggestions

Database Support
Supports Open Database Architecture (ODBC Compliant)
Customizable At The Database Level
Supports MS-Access, Oracle, SQL Server, MY-SQL, Sybase etc.
External Source Data Import / Export

User Customizable Features
Database Fields Can Be Added / Modified / Deleted
Screen Layouts
Screen Colors
On Screen Field Widths / Captions
Field Types, i.e. Text Boxes / Drop-down Boxes
System Drop-down-box List Items
All Grid / Table Views
Default Data Sort Order

Reporting
Supports Crystal Reports
Includes Management Reports
• Includes Integrated HTML Report Writer
Reports Can Include Manual Input Parameters