Looking for a Help Desk System to Create Support Requests and Track Tickets?

Improve Service Delivery & Customer Support with ServiceTonic Help Desk

Good customer service comes from connecting well with customers, building lasting relationships with them, understanding their needs and serving them in a timely way.

ServiceTonic Customer Service Software is the best solution for all your customer service needs, as it manages your responses to customers, maintains contacts and gives you complete control over your customer service.

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ServiceTonic Help Desk Software
Designed to Track Every Request Received from Any Input Channel

Customer Support Ticket System Key Features

ServiceTonic Service Desk Ticketing

ServiceTonic Service Desk

  • Digitize all tasks through tickets and monitor the performance of your support team. Provide a fast system capable of generating automatic or predefined responses in 2 clicks and able to continuously improve the quality of the responses.
  • ServiceTonic helps you organize and manage effectively multiple requests based on business criteria such as priority, workload and availability of resources.
Telephony system (CTI) integration

Telephony Integration (CTI)

  • Easy integrate ServiceTonic with your existing telephony system (CTI), helping your support team to manage calls more efficiently and to provide a better service.
  • The URL opens in the agent’s default web browser showing information about current caller and all the open tickets for the caller.
  • The agent that takes the call can either access one of the existing tickets or create a new ticket automatically assigned to the caller.
  • Have Call Out integration out of the box through URL.
Predefined Ticket Templates from Dashboard

Predefined Ticket Templates

  • Configure ticket templates with predefined titles, descriptions and custom fields for frequent requests and applications.
  • Streamline ticket creation by selecting a predefined template.
Predefined titles on ticket view

Predefined Titles

  • Configure predefined ticket titles for most common applications.
  • Decrease the response time of your support team by automating dynamic responses.
Quick descriptions on a Ticket

Quick Descriptions

  • Configure quick description to give a standardized response to recurring requests.
  • Ensure consistency in the answers that each operator gives to the customers, aligning them to a defined brand image.
  • Expedite the ticket management, resolution and delivery.
SLA Service Level Agreement

Service Level Agreements (SLA)

  • Control the response and troubleshooting times defining your own SLA and increase customer satisfaction by accomplishing their expectations.
  • Set notifications and alerts to monitor the level of compliance by integrating business criteria such as priority, resource availability and other specific SLA to the tickets.
Dashboard

Dashboards

  • Get real-time information of the most critical indicators for management so you have a greater control and monitoring of the entire service.
  • Visualize all the information when making decisions related to productivity, the work of your operators and the improvement of the customer service.
Customer Service Web User Portal

User Portal

Having a self-service portal for your users is useful if you want to restrict the number of incidents at the Customer Service.

  • Keep them informed offering a personalized service accessible 24/7.
  • Have a Catalog of services connecting a service to specific needs of the clients.
  • High level of customization (menus, forms, ticketing views, role access, customizable widgets.…) as well as a complete integration with the corporate image of your company.
Knowledge database example

Knowledge Database

  • Generate solutions and save them in the Knowledge Base (KB) directly from the ticket to reuse them and get ahead from recurring incidents, automate responses generated for the first time, detect unproductive tasks and processes to improve or delete them, etc.
  • Anticipate incidents and requests reducing time, increasing service quality and providing continuous improvement.
  • Have a Knowledge Base Widget integrated in the User Portal.
Closed incidents report

Custom Reports

  • Get reports, statistics and graphs that display the knowledge extracted from the tickets.
Satisfaction Surveys

Satisfaction Surveys

  • Know, through real data, your customers’ level of satisfaction. Furthermore, the full integration of ServiceTonic with email service provides you with a quick and close contact with users.
  • Automatically scale unsatisfactory answers to QA for a ticket review.
Customized HTML Notification Emails

Email Notification Templates

Send Customized HTML Notification Emails to customers and agents using your own customized templates.

  • Complete Integration with your Corporate Branding And Design guidelines: colours, logo, font type…
  • Have different templates for each area of service.
Live chat from ServiceTonic Service Desk

Chat

Live chat communication between agents and clients available from ServiceTonic Service Desk or embedded into your corporate website.

  • File Transfer.
  • Ticket creation or update from a chat session.
  • Send chat transcript via email.
  • Powerful control for visitors and active sessions.
  • Embedded into your corporate website.
  • Customizable look and feel.
  • Ban robots and spam.
Configuration integration with external system

Integration

ServiceTonic provides out of the box integration with your LDAP User Directory (MS Active Directory and Open LDAP), corporate email server, corporate data bases and easy integration using REST and SOAP-based Web Services.

Define multiple One-click button to integrate any type of information in to the ticket.

 

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Tickets can be tracked properly and solved quickly

Redefine your Customer Service Support Ticket System

Reducing Resolution and Response Times

Accelerate service processes, reducing resolution and response times.

Optimize resources automating tasks and processes to expedite response and resolution times.

Automating Processes using Business Rules

Optimize coordination and investment in your human and technological resources.

Define conditions and the actions that need to happen specific to a business requirement, for example, send a notification email, change the values of the fields or status of a ticket, modify an assignment, actions on the CMDB CI’s …

Telephony Integration (CTI)

Help your support team to manage calls more efficiently and to provide a better service

The integration automatically launches ServiceTonic telephony page upon answering a call, displaying information about the current caller and all the open incidents for caller.

Increasing Knowledge about Your Customers

Improve decision-making by extracting key information about your service productivity

Improve decision-making with real-time reports, notifications and full control in customizable dashboards and using the knowledge generated from the tickets and the service.

Integration with Corporate Systems

LDAP or Corporate Databases

Work simultaneously with different contact lists (LDAP or corporate databases), retrieving information from other systems and programs in real time.

Multi language

A Truly Global Help Desk!

Offer a simultaneous service to users using different languages, with the possibility of adding any new translation easily.

Track each Ticket Through to Resolution and Run Reports to Track KPIs

We Ensure a Quick Implementation and Great Support!

A Quick Installation that Integrates IT and Other Internal Services

Start a service quickly with predefined service design templates

ServiceTonic’s Multiservice capability allows you to provide your business area with your own Service Desk fully configured according to your needs and all in one single ServiceTonic instance.

Optimize operational costs

By automating, centralizing and synchronizing the work of your teams and agents.

Have complete control of the service, resources, equipment, agents and users. Simplify the management of the service in a single ticketing platform.

IT management software fully customizable without coding.

High level configuration without coding

ServiceTonic is highly configurable without programming, adapting to your organization and the most demanding business needs, quickly. Easily adapt the design to the needs of your services without coding.

A team of ITIL® certified consultants at your service

Our Certified ITIL Experts will lead your team to better implementation of IT Service Management processes

The quality of our service is guaranteed by certified consultants at various levels of ITIL®.

* ITIL® is a registered trademark of Axelos Limited.