Bitrix CMS Features
The Bitrix Site Manager’s Helpdesk module will help organize your technical support services and offer your website’s visitors a more interactive consultation process via a combination of web interface tools and e-mail. Visitors can ask their questions, receive and evaluate replies and continue the discussion with follow-up questions if necessary. Your website’s administrators will have the power to manage Helpdesk and support services in the real time, ensuring the quality and efficiency of their work.
By Taking Advantage of the Helpdesk Module, Users Can:
- Contact tech-support using the web interface.
- Attach “how-to” screenshots to support replies.
- Categorize support tickets – for ease of access.
- Assign each support ticket an urgency level.
- Receive confirmation via e-mail.
- Receive replies via e-mail.
- Evaluate replies.
- Continue support discussion.
- Close support tickets.
The Helpdesk Module Will Give Your Technical Support Team the Tools To:
- Receive tech-support requests via e-mail, the web interface, forum or phone.
- Classify support requests by category.
- Assign the responsible team member to each category of support request:
- When creating new tickets, the responsible team member can be assigned automatically, depending on category or by level of urgency.
- Once a ticked has been created, the responsible team member will receive e-mail notification.
- If the responsible team member can’t be assigned, the support request notice will be forwarded to your tech-support administrator.
- If a support ticket is modified, the ticket’s author will be notified via e-mail.
- If a support ticket is modified by its author, the responsible team member or tech-support administrator will be notified via e-mail.
- Add new ticket parameters (New, Open, Resolved, etc).
- Set reply rankings (Satisfactory, Incomplete, etc.).
- Set levels of urgency (high, normal, low, etc.).
- Note additional information sources (e-mail, phone, forum, etc.).
- Receive support requests via e-Mail module.
- Mark spam e-mail messages as spam, thereby teaching the Mail module how to recognize them.
- Close; open or withdraw tickets
- Exchange hidden messages with other tech-support team members.
- Leave comments that will only be visible to the tech-support group.
- Register support new tickets in the Statistics module.
- Display information on users who’ve viewed a particular support ticket.
- Assign Tech-support module access permissions.
- View Helpdesk reports laying out the number of new, closed and open tickets.
- Build tech-support graphs:
- View tech-support graphs on a per-site basis.
- Bind a support ticket to its source, follow-up questions and answers, estimates, status, urgency levels or multiple websites.
Questions posted to the tech-support service will be placed in personalized section of the site with access granted only to the authorized staff.
Processing Requests in the Helpdesk Module
Users can address their questions by filling out a special form, sending e-mail messages or by calling into a support hotline. All requests will be classified by category and emergency level. E-mail and form requests will be registered automatically.
Registered support tickets can only be viewed by their authors and members of your tech-support staff. But, as noted above, tech-support team members can add comments or invisible to a ticket’s author.
Request History in the Helpdesk Module
Your system will store the complete history of each tech-support request. That way, your tech-support staff will always be able to track back to an old problem, take note of previous results and offer the most effective solutions to your customers or clients.
Helpdesk Management
Tech-support administrators can configure ticket categories, create emergency levels, assign responsible team members, create and edit support reply message templates and more.
The Anti-spam Features of the Helpdesk Module
You’ll be able to mark any suspicious messages as spam and delete them. More importantly, the self-educating nature of the CMS ensures that all similar messages will be black-marked and/or deleted as well.
To learn more about the features and modules of the Bitrix Site Manager CMS contact us today 914.591.7236
