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Web-based
Customer Access: Allow customers
to view their own personal online help
history of all service requests via
your support portal. |
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Create:
Create a new ticket of case. |
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Inbuilt
Self Service
Software: e11 Self Help
will suggest best possible answer to
them (You can switch on and off this
feature from Control Panel). If they
are not satisfied with the answer they
can create a ticket. More Details on
e11 Self
Service. |
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Multi
Channel: All requests coming
via mail can automatically be created
as tickets. Tickets created by your
representatives on behalf of customers
(In case of phone call, fax or postal
mail) shall also be shown in this interface.
Your customer will able to see all the
tickets from any channel through a single
interface. Read more about inbuilt state
of the art email
response management software module. |
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|
Track:
Customers will able to track all pending
tickets via help desk. They can also
review all the closed ticket. At any
time customer can |
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-
Update a Ticket
- Cancel
a Ticket
- Change
status from Fixed to Close
- Re-open
a Ticket
|
|
| e11’s
enhanced thread management system lets
your customer to see the entire communication
history on a single interface.
|
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Profile:
Customer can maintain their profile
and modify critical information like
name, address, password, email etc.
|
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FAQ: Frequently Asked Questions
can be reached via easy to use interface. |
|
|
Email Notifications: You can
define the events on which your customer
should receive e-mail notifications. They
could be anything ranging from new ticket
creation to ticket cancellation or ticket
closure. |
|
|
Easy Management of Downloads:
Upload and manage groups of documents,
software patches and upgrades, all in
one easy-to-use interface. |
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Associate Attachments with References:
User manuals, business forms, and software
downloads and patches product manuals,
purchase contracts, sales brochures,
press releases, white papers, images
and graphics, audio files, and movies. |
