Mastering Your Help Desk System With Apptivo: All-In-One Business Managment Tool

by Bastin Gerald

Delivering top quality support is more important than ever in this customer-driven market. Most businesses will require a team and tools to manage their support operations at some point, and Apptivo offers a flexible help desk management system which can grow with your needs. This guide will follow the story of a sample company “Glocial Technologies”, as they configure the Apptivo ticketing applications to deliver stellar support for their customers. The Apptivo Help Desk solution is made up of multiple Apptivo apps but centers around the ticketing application the Cases App. In the Cases App we have multiple methods to generate tickets from email, web portal, or manually entered into the system. These tickets can be assigned to your team, and driven through standard workflows until they are resolved. Apptivo includes tools to manage and track all communication and keep each party updated automatically. Throughout the sections below we will configure a complete help desk system for our example company Glocial Technologies. Glocial Tech is an IT company who sells hardware, offers IT hardware & support services, and have a division for website design, marketing, and app development. Glocial Tech has customers worldwide for their software division, along with local customers whom raise tickets and often need to have technicians dispatched on site to fix faulty equipment. Glocial Tech needs a system to manage all of the incoming requests, and drive a different workflow for each type of request they receive. Many tickets will require on-site work, or require billable time that must then be invoiced to the customer. Apptivo will support all of this capability in one unified system, and it can be configured by anyone.

Kindle Edition

Published April 17, 2018