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.
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.
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.