Convenso deploys new helpdesk software
Shortly both Convenso and Invenso make use of a brand new helpdesk system. With the new software our helpdesk can respond to your questions or problems even faster than it did before.
Ease of use and priority settings
The new system, called SupportSuiteTM, is very user friendly. “Ease of use was one of the most important arguments to opt for this product”, says Vincent Van der Linden, who is in charge of the technical support team.
“It is very easy to create a new helpdesk ticket or to follow up the status of an outstanding ticket using the webinterface of the system. But you can also report problems or ask questions by sending an e-mail or giving us a call.” Not only is the system easy to use, it also offers great flexibility to the customer.
The process of creating a ticket is very intuitive and well documented. Giving a certain priority level to your ticket for instance is very easy with the new software. “Together with the switch to theis new system, we also introduce an additional priority level”, Van der Linden announces. “The new level is called ‘critical’. It indicates that a certain situation is an immediate threat to the continuity of business critical processes. If a customer assigns this priority level to his ticket, the helpdeskteam is alerted promptly to take immediate action.”
Obviously the new priority level is to be used only in actual cases of emergency.
Better internal follow up
SupportSuiteTM makes a lot easier for our team to follow up your helpdesk tickets. The software uses different Technologies, such as RSS, search box functionalities and audit logs, making i talmost impossible for a ticket to go unnoticed.
The new system also offers better Service Level Agreement (SLA) support.