Helpdesk If you have users from many places in the world, just as we have, you need IT support and support administration is no mean task. IT budgets keep sinking, technology becomes ever more complex and end users more demanding for better service to remain productive. And how do your employees adjust as efficiently as possible? If you work with the easy2edit Helpdesk, you have a web-based tool which informs your customers about the possible causes and solutions for their problems. For example, think about what to do if the e-mail of a customer does not work or tips on preventing a virus from running.   Your end users and/or your internal employees can directly go to a support site for all their reports. questions and requests. They need not ring up beforehand; this means that your support employees need not first sit at the phone but can get into action directly.

The major benefits of the easy2edit helpdesk system are:

Optimum use of your support staff: since they can get straight to work they can help the customer faster. The link to the online FAQ provides an automatic answer to some questions without your support staff needing to deal with them.

Rapid feedback to the customer: the link to the business relationships database ensures inclusion of data such as the phone number and e-mail address on notification. The support staff save time, since they do not need to look up phone numbers, etc.

Fully informed: all users contacting the helpdesk receive an e-mail on the change of the status of a notification.

A user’s perception of an issue is not always the same as the actual issue, especially when something is not working properly. Using the helpdesk gives you both clarity.

Easy to invoice: self-evidently, the easy2edit helpdesk can be linked to the easy2edit time recording system. This simplifies the  generation of an invoice for any hours to be billed to the customer.

24-hour service: SMS notification can be used for urgent notifications of problems outside office hours. On the notification of a problem  the system automatically sends an SMS to the duty employee.

Multilingual: your international end users at home or abroad can also make use of the helpdesk.

Easy2edit: the helpdesk is easy to use by your organisation and your end users. Forms for the notification of various problems can be created as easily as they can be completed

Easy2edit also offers a number of online self-help programs and web training programs specifically tailored to users and their help questions. The use of the easy2edit helpdesk tool in combination with these self-help programs results in fewer requests for support – and, in so doing, will prove to be of tremendous service to your organisation and your customers!feedback to the customer: the link to the business relationships database ensures inclusion of data such as the phone number and e-mail address on notification. The support staff save time, since they do not need to look up phone numbers, etc.