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Support
Process Management

Quality support is minimum support. RackNap streamlines your company's complete customer support management, saving you time and resources to intelligently identify and permanently resolve issues that consume most of your support team's bandwidth at root level.

Intelligent ticket management system for creation and distribution


Effective ticket management system directs right ticket, to the right support representative, for prompt issue resolution.
Helpdesk Software and Platform

Minimize ticket creation

As soon as client tries to raise a ticket, the self-service module of RackNap, the hosting support management platform, provides prompt suggestions and expert answers intelligently based on several parameters such as issue-type, product etc. by leveraging knowledgebase. Have knowledgebase constantly updated with how to articles, help guides, troubleshoot Information, video tutorials and FAQs based on customer feedback.
Helpdesk Software for Cloud and Hosting Services
Hosting Support Management Platform

Auto-assignment of tickets

Once a ticket is raised, RackNap segregates tickets on various parameters, like - department, product, geography, SLA, issue severity etc. and automatically assigns it to the selected support representative with the right expertise, thereby reducing time wastage in manual ticket allocation. RackNap, the helpdesk software for hosting services providers, offers multi-channel support by allowing customers to create tickets via email, phone calls, and member panel and automatically converts emails to tickets.
Ticket Escalation Management

Meet your SLAs

Fully ITIL Compliant Support and CRM software, RackNap helps you meet your SLAs by auto-escalation of tickets based on current ticket status to multi-level hierarchy by defining SLAs with set escalation paths. Keep customer aware of current status in member panel display and shoot pre-defined emails to customers as soon as issue is escalated. For timely resolution of issues, RackNap, the hosting and support management platform, enables multiple admins to collaborate and work on a ticket at the same time.
Automatic Ticket Rating & Feedback

Ticket rating and feedback collection

Once the issue is resolved, RackNap – the helpdesk software – automatically collects feedback from the customer and have quality of support rated to understand scope of improvement. Auto-shoot predefined mails from helpdesk platform to clients who rate ticket poor to collect detailed feedback and better your support.

Smart customer support management platform for minimum support


Keep your customers informed; help them help themselves with a smart helpdesk platform
Customers Support Dashboard

One Single Dashboard

For customers: Customers can see all their services' status at a single place in Client side panel of RackNap – the support and CRM software. Also, details like communication logs, past tickets, orders, invoices etc.
For employees: Help your support employees be better prepared for a conversation with a client with an admin side dashboard of the RackNap's customer Support Management platform providing complete A-Z information about a client at a single place– past communication logs, past tickets, chats, services, billing information, orders etc.
DIY Support Tickets

Do-it-yourself

Give control in hands of customer and minimize support tickets for basic issues. Give power to upgrade existing services, buy add-ons, change service details, add fund, add billing details etc. at click of a button in the cloud and hosting services helpdesk software.
RackNap's Self-Serve Client Panel

Self-serve options

From giving intelligent 'answers' and 'solution' suggestions while customer is trying to raise a ticket, to giving the ability to contribute to your knowledge base, RackNap's ticket management system ensures that customers can help themselves with basic issues without raising a ticket.
Announcements Automation

Announcements

Whenever there is an ongoing maintenance or issue, RackNap, the hosting support management platform, allows to have announcement notices visible in the client panel of relevant customers whose services are getting affected, with information on current status and expected resolution time to avoid multiple ticket flow regarding the same incident. Have announcement shot as mails only to affected customers, and also schedule announcements in advance for upcoming maintenances. Remove announcements automatically from client panel once the issue is resolved.

Support analytics management – better data in your hands


Translating information into customer retention

RackNap's real-time monitoring of customer support management converts all support information into graphical data for you to analyze.

  • Identify products and services for which maximum support tickets are raised, assess where the loopholes are, and accordingly improve your customer support management flow.
  • Identify the clients who generate maximum support tickets and take proactive action accordingly.
  • Identify most frequent "Support Issue types" faced in particular time period.
  • Identify top rated Customer Service Representative per customer satisfaction level and feedback.
  • Identify type of Support issues that took maximum time to resolve.
  • Graphical representation of ticket segregation in the ticket management system among various departments – Support, Sales, Billing etc.
  • With Support Escalation Management, identify SLA breaches and type of support issues that caused maximum escalations.
Hosting Support Management Platform
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