Customer Support Management and Automation

Built to reduce your customer support costs

Customer support automation platform that Saves your Time

Intelligent Ticket Creation and Distribution

  • Minimize Ticket Creation

    Self-service module provides intelligent auto-answers to the customers when they try to raise a ticket. This saves your support team’s time.

  • Smart Ticket Assignment

    RackNap assigns tickets to right support representatives with the right expertise, basis parameters like - department, product, geography, SLA, issue severity etc.

  • Meet your SLAs

    Auto-escalation of tickets to multi-level hierarchy by pre-defined escalation paths. Keep customers aware of issue status via customer panel and shoot pre-defined emails on level escalation.

Intelligent Ticket Creation and Distribution
Keep Customers Informed

Keep Customers Informed

  • Customer Dashboard

    Customers can see all their services' status, communication logs, past tickets, etc. at a single place in their customer portal of RackNap.

  • Announcements

    For ongoing maintenance, display announcements in the customer panel of only affected customers with current status and expected resolution time to avoid multiple tickets.

  • Knowledgebase

    Have your knowledgebase, DIY videos, and all other self-help tutorials integrated in customer panel to empower customers and minimize burden on your support team.

Powerful Support Analytics

  • Know where the problem is

    Identify products and services for which maximum support tickets are raised, assess where the loopholes are, and accordingly improve your customer support.

  • Visibility into performance

    Identify top rated customer service representatives per customer satisfaction level and feedback.

  • Shift Intelligence

    Project incoming support workload, basis past data and analytics and take corrective actions.

Powerful Support Analytics

RackNap Automates Support Management for Microsoft Office 365, Azure, Acronis, and AWS.


Does RackNap improve my business profitability?

35% *

Revenue Growth (Average Revenue per partners)

Automated orders with cross-selling and up-selling capability.


Operational Cost Reduction

Reduced manual processes and manpower saving.


Increased Customer Satisfaction

Strong support capabilities with control in customers’ hands.


Global End Users

Users across 6 continents trust us as we have everything ready.

*Source: Case studies of Technova, Reliance Infosystems, STS

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