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Welcome to the Helpdesk 365 Applications demo session. Let's have a quick look into the application. Helpdesk is a built-on Microsoft 365 platform to use in built security and advanced infrastructure. Helpdesk is completely customizable and scalable. It is designed to provide your teams with what they need so that your customers get what they want. A requester can open a ticket using built-in forms, website, MS forms, power automate, emails, and chatbot. Ticket requesters view. Here's how a requester might quickly raise a ticket from the application. Additionally, you can view any previous tickets he has submitted and view their progress. From here, the user can access knowledge base to view any available solutions or answers.
Supervisor's view. Supervisor will be able to view and manage the tickets of all his or her team members. If you are using the automated settings, the ticket will land into the respective teams directly or it will go to unassigned tab where the supervisor can assign it to the respective team member to work on it. Also, the supervisor can monitor the progress of various tickets, the age of the ticket, time spent on a ticket if enabled, and other various parameters of the support tickets. Dashboard. Organizing and analyzing data can seem unruly and complicated, but Helpdesk simplifies it for you. Dashboards provide an overview of the entire service desk.
It provides information on how many tickets are opened, closed, types of tickets, priorities, sources, and more. It also provides information on the effectiveness of the knowledge base articles and the overall pulse of customer happiness. Reports. Helpdesk 365's reporting structure is incredibly customizable and reports can be prepared for a specific period of time for the current month, the previous month, for individual agents, status-wise, for different teams, and finally, you could download the reports in Excel format. Support executives view. This brings us to the next part of the demo.
The support executive will manage the tickets from here, will learn who opened the ticket and the previous ticket, and along with this we can see the assets that are assigned to the users and this information is coming from the asset management 365. The cherry on top of it all is that here the support executive can reply, call, and message the user right away through the Helpdesk, making the circular reference. Similar forms of contact with the colleagues circular operation and other teams can be done at several different levels. You can utilize canned responses when responding to a ticket and also carry out a number of additional tasks such as merge, split, or review a ticket.
The ability to track time is available and can be turned on by admin as needed. Support executive can also update the status as the situation demands. A support executive can mark any of the replies as an answer. They can then publish this reply to the knowledge base directly for future reference. With our knowledge base, you can write, publish, and share articles that answer a variety of customer questions, making your support executive lives easier. Let us now have a look at the admin experience. Here, you don't need to manually add people because they are automatically retrieved from Microsoft 365.
Once you see the user, you may assign roles based on your requirements, such as making them a supervisor or support executives. Here, you can add teams and their services as well as subservices. Helpdesk virtually can connect with any other app, be it Office 365 or an external application. Here you can manage the email notifications, you can edit the email notification body as per your needs with the help of our placeholders. Different notifications are sent to the requester, assignee, supervisor, and admin based on different actions on tickets as per email notification settings. Here are your choices of customization that can be done on a ticket.
Here you can add, edit, or remove the priority, request type, and status as per your choice. You can enable or disable features such as merge tickets, split tickets, review tickets, and escalate tickets. It also contains a number of automation abilities like auto create tickets, auto close tickets, and auto assign tickets. Custom forms. You can create virtually unlimited custom forms based on your organization needs, be it a separate form for a department or for HR or for finance. All those forms can be configured from here that will be reflected on a new ticket page. Customer satisfaction.
A survey link notification is sent to the ticket requester once their ticket has been resolved, closed, or sent manually. You can set the point scale based on your organization needs. Service level agreement. Here an important feature is having the ability to define the SLA policy. You can set up the SLA policy based on department and priority basis. You can set up reminders before all tickets go to an overdue stage. You can specify your business hours within the application under settings. Approver workflow. Our application has the most advanced stability of setting unlimited virtual workflows.
These workflows can be set up with multiple and different approval processes within the app, hence it makes the perfect service desk application. You can configure the application of your choice of language or you can customize it to suite your region and company branding. Microsoft Teams application. Our application is built for Microsoft Teams, there is no additional integration or compatibility needed, it works out of the box on Microsoft Teams and supports the mobile view. Bubble 365, the chat bot. The ticket can be created with the straightforward writing of the description, Hi Bubble, please create a ticket for me as my mouse is not working.
Once the ticket is created you can check the status of the ticket. Security. We don't store any of your help desk information on our cloud, all the information and data stays in your Office 365 tenant, except the person who installed the app which is the bare minimum needed for licensing, subscription and renewal needs. New features. Our team is constantly working to improve our product and provide you with the best user experience. We are continuously adding new features that we think you will love. To learn more about these features and how they can benefit you, please check the description of the video for a link to our website and a video of new features.
Thank you for spending time with us. There is a lot more to explore, so if you're ready go ahead and start a free trial, please feel free to write us at trial at HR365. US. .