Managed Support Ticketing

A better, more intuitive help desk management solution…

Most other help desk applications require technicians to click through multiple pages just to view a ticket’s details. With our tabbed interface and smart dialogs technicians can easily handle all ticket actions from the same interface, drastically improving resolution times. Plus, there’s no software to install, and you can access the helpdesk even when your in-house systems are down!

Fully Integrated Live Chat

Having supported your own customers, you know that customers want answers to their questions FAST. With the live chat feature that is built into Managed Support Ticketing, you can give them their answers instantly. The chat interface is built right into the customer portal, so you have all of the information you need about the customer as soon as they initiate a chat session. You can view their complete account information, their IP Address, their domain name, what browser they are using and how many open tickets they have. Technicians can setup their own personalized automated greetings and canned responses for quickly inserting answers to commonly asked questions. Both the customer and technician can see real-time typing notifications so they know that the other party is still there and actively responding. No other help desk software on the market has a more powerful, feature rich, real-time chat application that is so deeply integrated into the rest of the software. The best part is that there is nothing to download or install. You just need a web browser. Live chat works in all major browsers that support AJAX, including Internet Explorer, Firefox, Safari, Opera and more.

Remote Desktop Support

Managed Support Ticketing now has completely integrated Remote Desktop support. This feature will allow you to instantly connect to your customers’ Windows-based computers to view and control their desktop in real time.

The Remote Desktop feature is built on the VNC standard, and will work through firewalls and proxies. Customers do not have to install anything on their computer. They just have to run a small executable that connects them to the IP address you specify. Technicians then simply click on a hyperlink and the viewer is launched. This is all built directly into live chat. All remote desktop session are secure using 128 bit encryption.

Now you can offer your customers an even higher level of support with Managed Support Ticketing’s Remote Desktop.

Multi-language

The Managed Support Ticketing customer portal now supports multiple languages. Customers can choose their preferred language from a dropdown list and the text of the customer portal will instantly be change to that language. You can define which languages are enabled/disabled and even set the default language to use. Managed Support Ticketing supports English, Danish, Dutch, Finnish, French, German, Greek, Hebrew, Icelandic, Italian, Norwegian, Polish, Portuguese, Spanish and Swedish.

Time Tracking

With Managed Support Ticketing’s help desk time tracking feature technicians can easily track time on tickets by submitting an unlimited number of time entries per ticket, and Managed Support Ticketing will calculate the totals. The time tracking process can even be automated using the stopwatch feature, which starts and stops a timer. Now technicians can accurately track time spent without having to estimate it at the end of a project or task. Full reports are available in the administration console to view submitted time. There are even overview and detailed reports of how much time technicians spent logged into Managed Support Ticketing for each day, with the exact date and time of each login and logout.

Easily Customizable

Technicians can easily define which columns they want displayed in their ticket queue, and they can even adjust column width and order with drag and drop ease.

The new Asset Management system built into Managed Support Ticketing is the most flexible you can find. You can define 100% of the fields so you are no longer tied to using what someone else thinks you will need to keep track of your important assets.