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Solution for Helpdesk: |
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During normal
workflow, your experts are constantly feeding solutions into
a pool of community knowledge. When any agent on your team --
perhaps a new hire -- is working on a newly reported customer
issue, ABA-TTS will scan the knowledge pool to determine if
any similar problems had been addressed in the past.
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Any potentially
helpful information is returned to the working agent, your
new hire, who is even able to tell ABA-TTS whether each
suggestion helped in solving the issue. This feedback process
helps ABA-TTS become more aware of the different ways your
customers ask the same question, and increases its ability to
provide appropriate solutions. |
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Feature Highlights: |
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Customizable Ticket
Views |
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Teach ABA-TTS
exactly what information you want and how you want it
displayed. Your agents can choose their own important
columns, custom data, queues, ticket statuses and more!
Customized ticket views are saved for later reuse.
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Custom Field Groups |
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Create groups of
custom fields specific to your company and industry. Track
groups of custom information by binding it to specific
customers and their tickets. |
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Reporting System |
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Several powerful
reports are included! Track agent performance, average
response times, total handle times, assignments, logins,
group and queue summaries, service levels, and much more! New
reports are being added constantly. |
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E-mail Templates |
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Automatically merge
custom data about your users into e-mail templates and canned
text. Quickly respond to common questions and issues while
maintaining a personal touch. |
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Integrated Knowledgebase |
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An integrated
knowledgebase provides solutions to previously addressed
issues, giving relevant answers to your company's agents.
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Ticket ID Masking
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Keep your e-mail
loads private by masking with randomized, unique ticket IDs.
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Multilanguage Support |
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Use your native
language in the GUI or edit the language files for
localization. |
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Technology: |
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PHP |
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Binary E-mail
Parser |
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MySQL Database Support |
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Company Profile
