Customer Support
Process Customer Service Requests |
Autotask is designed to help you deliver better customer support, improved response times, and a complete audit trail, no matter whether customer support requests arrive via phone, fax, e-mail or a web portal.
Autotask tracks time and records task information against specific contract terms and keeps things from falling through the cracks. Most importantly it provides important customer metrics that will help you analyze both efficiency and profitability.
This capability is built into Autotask’s integrated Service Desk module, which gives you the tools to:
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Manage Outsourced Professional Services
Your can rely on Autotask to handle customer support, help desk, customization, and consulting. Using the system, you can dispatch anyone on your professional services team, all from a single dashboard screen. Features include: the ability to manage multiple queues, custom issues, and sub-issues, priority, status, routing, ticket history, integrated time tracking, automated notification. You can even turn a customer request into a project task, as needed. |
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Track Billable Support Work
The strength of Autotask is the ability to track and bill services by a variety of methods and activity codes that tie back to the contract terms. This allows your staff to focus on the task at hand while the system tracks the billing information in the background. This is also useful when you are using contractors and want to keep your billing information private. |
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Deploy Your Own Branded Client Access Portal
With our optional Client Access portal, Autotask allows your customers to create, submit and check on the status of their own support requests at any time with a web-based interface. When submitted, these support requests will trigger automatic notification. |
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Monitor Everything With Service Dashboard & Reporting
Another important of Autotask is the built-in dashboards that allow you to monitor key metrics such as bug reports, issue submissions, customer support requests due and completed, comprehensive reporting and performance charts. |
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