The Helpdesk included with Platypus is a ticketing and help desk solution that provides total accountability for your customer care needs. By utilizing an integrated help desk system, you'll improve your company's customer care performance and lower costs by consolidating all customer data in one place. End-users can track support tickets through the Platypus customer self-care web interface giving them an easy way to track issues without generating further support calls.
- Powerful trouble ticket management, including email tracking. Different staff members are able to process different tickets, pass tickets between staff members, or organize support issues into projects.
- Efficient self-help to enhance your customer support experience.
- Smart auto-escalation that saves time and money by automatically alerting you to issues that need immediate attention.
- Flexible business modeling makes the help desk system fully-configurable to your company needs.
- Satisfaction Surveys: keep in touch with your user base with surveys that give you insight into how to continue to serve your customers better.
- Knowledge Base: Learn from experience by developing a database of knowledge for your support team.
Also included is the Customer Care Knowledge Base web package. This package lets customers seek answers online before contacting technical support. Also included is the Customer Ticket Review web component that allows your customers to review their trouble tickets online, get status information and send email updates. It provides a professional front end to your technical support that is not only cheaper and more effective than a simple email queue, but it also shows your level of commitment to a professional level of support.