Manage your Customer Services and Support offering with the Merlin Help Desk Management Module. Log, handle, reassign, track and report on internal and external incidents with the help of alerts.
With this module you are able to log all internal and external incidents, from Customer requests and complaints (repairs, returns, complaints etc). To providing your staff with an internal logging system for IT Support requests including Merlin Support Calls, Software and Hardware issues etc. You can also use it for management and visibility associated with supplier returns.
The Help Desk Management module allows for prioritising of calls as they are logged, so you can promote/demote as required. Record the time lapsed since an incident was logged, and set target response and resolution times for each priority.
Easily manage incidents by using email notifications to alert users when reassigning a case to them, or with any updates or changes. You can also use notes to keep everybody up-to-date with the relevant information.
The Merlin Helpdesk is fully customisable with your own terminology and workflow processes, so that all information remains relevant to your business.
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