Auto-assignment of tickets
RackNap segregates support tickets per various parameters, like - department, product, geography, SLA, issue severity etc. It automatically assigns them 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 it 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 customers aware of current status via member panel display and shoot pre-defined emails to them 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 the quality of support rated to understand the scope of improvement. You can auto-shoot predefined mails from helpdesk platform to clients who rate ticket(s) poorly to collect detailed feedback and better your support.