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Support Desk

RCDesk

Our Support Desk web application is designed to streamline and enhance the support experience for your customers and support teams.
  • We believe in helping you make your customers happy easily scale & streamline your customer service & drastically improve your customer’s experience.
  • Self-service portal Enable users to look up solutions from the knowledge base, and let them raise requests directly from your customizable support portal.​
  • Automate your service desk Set up simple automation functions as well as leverage the built-in capabilities to handle all your manual efforts.
  • ​Multi-channel support Cater to requests from multiple teams by setting up pop-up or chat widgets and dedicated helpdesk emails.

Custom Columns and Queues

  • A custom queue is a view of tickets based on a custom criterion that you specify.
  • ​ It allows you to create your own personal views of tickets and specify what information you would like to see. A custom column is an additional field that is not displayed initially when viewing the ticket tab. Using custom columns allows you to include these fields in the ticket list.
  • Define rules to route incoming tickets to the right department, agents, as well as trigger actions.
  • By using the filter system, RCDesk empowers you to automate the creation and routing of tickets. Set actions such as ticket rejection, department/agent assignment or even send an automated canned response. Rule criteria of filter can include any custom field added to the forms as well as user data.

Key Features

Automation

Workflow automation for ticketing systems.

Integration Capabilities

API. integrations for seamless data exchange

Automated Ticketing System

Prioritization based on urgency and impact.
Automatic assignment of tickets to the appropriate team.

Omnichannel Support

Integration of email, chat, and phone support.

Analytics & Reporting

Real-time dashboards for performance tracking.
Detailed reporting on KPIs like response and resolution times.

Real-Time Notifications

Alerts and updates sent to technicians and users.

Knowledge Base Integration

Knowledge bases and FAQs for customer self-help.
Self-Service options for Users.

Reporting and Analytics

Insightful reports on ticket trends, technician performance, and more

Benefits of Automating IT Support

EFFICIENCY GAINS:

Automated ticket routing and assignment.​ ​ ​

IMPROVED RESPONSE TIMES:​

Faster identification and resolution of issues.​
Proactive issue detection with monitoring tools

COST SAVINGS:​

Reduced need for manual intervention.​
Optimal use of resources.

ENHANCED CUSTOMER SATISFACTION:​

Consistent and timely support.​
Timely support leads to happier users.

ENHANCED PRODUCTIVITY:​

Technicians can focus on more complex issues

DATA-DRIVEN DECISIONS:​

Use analytics to optimize IT support strategies.

The Need For Support Desk​

  • Growing volume of support requests.
  • Need for faster resolution times.
  • Increasing complexity of IT environments.
  • Customer expectations for 24/7 support.
  • The importance of data-driven decision-making.

Not convinced? Here are more reasons to choose Support Desk.

  • Deliver Hassle-free service Focus on work that affects your bottom line and automate your processes. Get started instantly with a modern, intuitive UI that requires no training manuals.
  • Reach users where they are Provide exceptional service with fast, accurate and reliable IT support to users across multiple channels like email, self-service portal, phone, and chat.
  • Make informed decisions Get real-time insight into the efficiency of your service desk and boost business productivity by accessing actionable reports.

Experience your success with Support Desk!!!!​

  • A centralized platform for managing IT support requests.
  • Automates ticketing, tracking, and resolution processes.
  • Integrated communication tools for seamless interaction.
  • Real-time analytics and reporting for better decision-making. ​
shape Work With Us

Feel free to contact Us!

We're happy to answer any questions you may have and help you determine which of our services best fit your needs.

Call us at:

(+27) 10 447 1845

How We Work?
01

We schedule a call at your convenience.

02

Engage with clients to understand their needs, and goals.

03

Gather feedback from clients to ensure their needs are met.

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