Advanced Help™

Bring your communication to the highest level!

Advanced Help™ Maintain Assistants Screen

Advanced Help™ Maintain Assistants/ Personal Information Screen

Advanced Help™ Maintain Questions History Screen

Advanced Help™ Maintain Questions History/ Inquiry Thread Screen

Advanced Help™ is an easy-to-use helpdesk software that allows to manage customer requests efficiently, improve the communication and internal workflow and reduce support costs. Advanced Help™ is handy for both customers and your customer support staff.

How it works?

• Step 1. A customer has a question or a request. He goes to your site/system and sends his request to your support stuff through Advanced Help™. This trouble ticket automatically gets a unique number and arrives to the email box of one of your assistants. Each trouble ticket can be routed to a specific technician depending on the category that the customer chooses or be broadcast to the whole support team.
• Step 2. Your assistant answers a question or request and Advanced Help™ delivers it back to the customer on behalf of your company. It helps to keep individual technician emails confidential and protect them from illegal use.
• Step 3. Advanced Help™ automatically recognizes users sending a question or comment for previous request. By default, such additional questions are sent to an assistant working on the original request. From the moment a help request or ticket is opened until it is closed, it's assigned to a certain technician.

Features

• Email-based. All help requests and tickets arrive direct to the technicians' email client software and can be processed at the same time. No additional notification is required. No requests can be lost or overlooked.
• No login required. Our Advanced Help™ software is an open-user type software what makes the system more user-friendly and makes it work for any type of a client.
• Browser based interface requires no client software. The customer can access the system from any computer with a browser, independent of operating system or location and simply login and go ahead with his business.
• Problem type and priority management. Each trouble ticket can be routed to a specific technician depending on the category that the customer chooses or be broadcast to the whole support team.
• Problem History Tracking. For any problem, past or present, our Advanced Help™ software tracks problem description, history of responses taken to resolve the problem, and in the case of closed problems, a summary of the problem's resolution.
• Problem Assignment. The Advanced Help™ automatically recognizes the customer. From the moment a Help Request or ticket is opened until it is closed, it's assigned to a certain technician.
• Work Flow Management. Any help request or ticket can be automatically redirected to another technician based on the workflow and number of requests to him.
• Confidentiality of technician emails. All help requests and tickets go to a general email of a certain department and are redirected to an individual technician based on the workflow. It helps to keep individual technician emails confidential and protect them from illegal use (e.g. spam). Reply-to email automatically changes depending on which technician is working on the ticket. This allows the customer and technician to work together via their individual emails.
• All of these features allow you to hire remote technicians.

Ways To Use

• Ecommerce Operation like e-shops, auctions, online catalogues, etc.
• IT Support Groups like internal System Administrators, technical support service group, sales people team, etc.
• Service Provider Business like ISP, Network Service company or Desktop provisioning and support organization.