WebHelp is a product of Accent Software Ltd

25 May, 2018 - Friday

Features

Below is a list of the main features that are available in the WebHelp system.

Email Notifications

As the system is 100% web based, the users could be situated anywhere is the world, so notifying them of an alert is easily done by sending them an email at different stages in the request cycle. For example, in the configuration settings, there is a setting for the email address which will receive an alert when new requests are added. Also, the creator of the request will receive an email when the request has been assigned, had a new action created to it and when the request is completed. This keeps your client up to date with the request process and shows them your progress in dealing with the request.

SMS Message Alerts

As well as email alerts, you are able to receive alerts via SMS text messaging. This is useful if you are unable to track requests using the web. For example, a field engineer would receive an alert on their mobile phone while out of the office, telling them that they have had a request assigned to them and the details of that request.

Customer Request Submissions

By allowing the customer to log their own requests by themselves, your company is showing that you are willing and ready to accept any help that you are able to give to them. It also reduces the work needed by your company to log the requests.

Because it is a web based system, you are opening it up to a world-wide audience.

File Attachments

When adding a request or an action to a request, you are able to upload and attach any files. This may help when users need to exchange file to deal with the request and also keeps a record of the files that were used when dealing with the request. The files will be attached to the request for future use.

SLA Integration

With the help of Alarms and Escalations you are better equipped to adhere to your Service Level Agreements that you have with your clients.

Worldwide Access

WebHelp is 100% web based and is accessible by anyone in the world.  This opens up your client base to anywhere in the world and helps you communicate instantly with them.  Management are able to distribute work loads via requests to their staff while not necessarily being in the office.  Field engineers can log in from anywhere to log their resolutions from remote locations.  Staff have the ability to work from home.

Alarms and Escalations

If there has been no response to a request that has been posted, an alarm is sent.  This is configurable to any time setting.  To keep on top of requests, you may need to be reminded that some of them have not been attended to.

If an alarm has been sent on a request and there has still been no response, an escalation can be sent to an alternative address alerting other members of your company that nothing has been done.

This helps your company to adhere to Service Level Agreements and keep your clients happy.

Manage Staff Schedules and Workloads

The way that the system works, leaves it open to you to decide who manages the incoming request allocation.  Staff are able to assign requests to themselves or management are able to assign the requests to their staff. 

This gives control to the management to balance workloads and keep a check on staff schedules.

Users can also be grouped allowing requests to be directed to the correct group of workers, for example, sales requests can be directed to the sales users while the techincal users would not be able to see these. And the technical requests could be directed to technical users without bothering the sales users.

Modules

ImageRequest Tracking

ImageSelf-service Portal

ImageKnowledge Base

ImageTime Recording

ImageBilling

ImageService Level Agreements

ImageManagement Reporting

Key Features

ImageEmail Notifications

ImageSMS Message Alerts

ImageCustomer Request Submissions

ImageFile Attachments

ImageSLA Integration

ImageWorldwide Access

ImageAlarms and Escalations

ImageManage Staff Schedules and Workloads

News

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