Project management software package

Tender description

Customer support system contains a knowledge base to enable support staff to quickly identify known fixes. This can also be made available to customers on the online portal so that they can search for a solution to their issue before submitting a ticket. Customer support system contains a knowledge base to enable support staff to quickly identify known fixes. This can also be made available to customers on the online portal so that they can search for a solution to their issue before submitting a ticket. If customers need to submit a ticket then this can be done in one of 3 ways: 1) By telephone with support staff manually entering ticket details into the system; 2) By email with the email content being automatically converted into a ticket within the system; 3) Through adding request details within an online portal to create a ticket within the system. All tickets are given a prioritisation and added to a queue for the support staff to process. Once a ticket has been resolved, support staff can record the resolution on the system and send out templated emails to customers using the systems email functionality. All resolved tickets then form part of the knowledge base.