A SEAMLESS AND OMNICHANNEL SOLUTION
TO HANDLE CUSTOMER ISSUES EFFECTIVELY
A HelpDesk & Trouble-Ticketing system for submitting and handling Customer requests either for support, sales or accounting issues. Each request creates a "Ticket", a Case, which is allocated to an operator for further arrangements and escalation, as required, while allows Customers to monitor the progress of their requests, online.
Integrated with all the other VORTEX Suite applications, VORTEX HT assists in the expediet Ticket resolution, while the Customer has the option of rating the
Quality-of-Service provided and the Management to generate the necessary statistics and KPIs via dynamic reports.
The customer submits a new request and receives an automatic email reply. The request creates a "ticket", a case, which is allocated to an operator for further arrangements.
Submitted request is evaluated and assigned by the system for further processing based on the relevant departmental processes.
Each ticket can be directed to one or more departmens and operators. Each operator can redirect a ticket to the appropriate next operator for further processing.
Each request can create a chain of communications between operators of the organization, processed through the same unified environment.
All information regarding a ticket is centrally stored, facilitating the online monitoring of the progress of the works towards the final resolving of the case.
Under each customer there is a collection of all tickets along with their associated processing history, per status (pending vs completed).
Confirmation to the customer that his request has been received with an automated email reply message.
Continuous operation on a 24-hour basis of a system for receiving and coordinating requests.
Monitor all incoming requests on a single screen, highligting statuses with a color indication.
View all properties related to a Ticket
Assign a Ticket to a department or to a specific operator to handle it
Email reply for each ticket through an embedded email editor of Vortex HT
Fast and easy retrieval of all historic log for each ticket per user including comments
Monitor the total time resolution for each ticket with color indexing in case of violating the maximum time alllowed
Design dynamic statistical reports with graphs for each ticket per perioed, customer, operator, status and resolution time