Customer Support using HelpDesk

The system supports the management of customer relationships and post-sales customer support thru help desk capabilities. This module facilitates the collection and management of customer requests, questions, problems or other issues related to the products or services sold to customers. With this module the support staff can keep track of customer complaints or requirements related to the business products. Sales staff and management can get a quick overview of the Help Desk activities related to customers or products or both.

In addition, the support staff has convenient access to Frequently Asked Questions (FAQ). This can help keep the service requests low and also maintain standard processes in responding to common customers requests.

The Helpdesk capabilities include two entities - FAQ and Tickets, both of which are described in more detail below in the following sections.