Email Handling

Using PerlDesk you can take control of your incoming email addresses, having support@yourdomain piped to your Customer Support department in PerlDesk, billing@yourdomain to your Billing Department - it allows for total flexibility. The incoming email handling can retrieve your emails via the POP3 method like a normal email client, or via instant email piping on your server. Each new email is treated as a new ticket, with recognition of existing issues being logged with their parent ticket for complete control.

Web Submissions

PerlDesk offers a fully features support portal for your customers, allowing them to submit support requests, search articles/FAQ's. They can track their requests, respond and manage their communications easily from the browser interface. Your customers can also submit file attachments with new tickets (via email or the help desk).

Knowledge Base

The Knowledge Base in PerlDesk allows you to create a complete directory of structured articles for your customers. You can create categories, articles and attach files. Each article can be formatted with pictures and customized using normal HTML markup via the included Knowledge Base WYSIWYG editor. When replying the help desk tickets, you also have the option of converting that response to a Knowledge Base article, allowing you to easily keep your article database populated and up to date.

Request Management

When your customers or visitors log a new help desk ticket (via the support portal or email) each request is assigned a unique tracking number which the customer is informed of, each subsequent follow-up regarding the same issue is logged within the same help desk ticket in PerlDesk, allowing your staff to see a complee overview of request history instantly allowing them to effectively manage your incoming help desk requests. Using PerlDesk's recognition system your customers can also submit new help desk tickets easily without them getting confused with past active tickets.

Troubleshooters

Sometimes the best way to offer assistance to your customers is to provide an interactive troubleshooter, guiding them through their problem via the help desk software. In the Administration area of PerlDesk you can easily create new troubleshooter with an unlimited number of branches and steps, this is totally flexible to be used in a method suitable for your model.

Graphical Reporting

One of the major benefits of our help desk system is the ability to report. Effectively managing your communications requires that you can easily measure the effectiveness of your operations, PerlDesk will allow you to see a quick overview of how many tickets are received monthly (or within a specific date period), it will also allow you to measure the number coming in via email, the web portal or staff logging. Other reporting features include: volume by Department in PerlDesk, ownership, individial staff account access - reporting on the help desk tickets resolved by an individual staff member.

Access Levels and Departments

Create an unlimited amount of Departments (make them public or internal only). Your customers can then log help desk requests to specific departments via the support portal, or you can map your email adderesses to individual departments (for example: support@yourdomain to your Technical Support Department). Not only does it allow for you to effectively manage your incoming requests, keeping them organized from the start - it allows you to create staff accounts with limited acces to specific departments or provide them with 'Global' department wide access. Your staff can also assign help desk tickets internally to other staff members or other departments easily using the 'Assign Internal' functions.