Service Desk
From Emersion
The Service Desk module (sometimes referred to as the ticketing module) gives users the ability to:
- offer customers the ability to log faults or issues to a set of pre-defined ticket queues
- Easily view, access and action tickets for a customer
- assign and reassign tickets to other staff users.
- link to services to assist in isolating what a ticket might be about
- Escalate to your supplier (parent) if your wholesaler is also using Emersion
- Leverage the ticket 'status' to manage escalations.
The following video will run you through the basic use of the service desk operation.
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Some advanced features exist for the service desk product such as;
- Routing of creation and updating of tickets using an inbound email address and email box
- Identifying tickets which have not yet been associated with a customer.
For a training session or an enquiry on these advanced functions, please contact sales.
