Manage your support situation, to get satisfied customers and an improved financial standpoint.
TimeLog Help Desk makes it easy to support the customers and provides an overview of your support situation. TimeLog Help Desk integrates with TimeLog Project’s customer database, so you have one system.
Support cases and associated projects can also be distributed between Help Desk employees. This way, TimeLog Help Desk always shows you which projects have given rise to the highest number of support cases and, consequently, resource allocations.
Online knowledge sharing with TimeLog Extranet
With TimeLog Help Desk, providing support for customers is as easy as pie. All support is web-based via a shared interface from which it is possible quickly to create support cases, generate complete histories and view attached files and logs. Afterwards, the customer is notified and able to log in to TimeLog Extranet to follow the progress and dialogues in the case. Consolidating support dialogues in TimeLog Extranet saves you and the customer endless correspondence, and it promotes knowledge sharing. TimeLog Extranet is also the portal for a customer to log a support case.
More profitable support
TimeLog Help Desk combines daily support activities and time tracking, resulting in automated invoice lines. In other words, TimeLog Help Desk helps ensure that more support activities are invoiced. TimeLog Help Desk supports three types of support contracts: time consumed on a minimum use, multiple-case or subscription basis.
Once an employee handles a support case, invoice-ready documentation and registration is automatically created. This ensures consistent support profitability.
TimeLog Help Desk helps set up various quality criteria for each support activity, e.g. the time between logging a case and closing it. These criteria are then used in various TimeLog Help Desk quality reports to illustrate support quality. This process enables you to keep track of support costs and resource distribution.