UniPress Software Ltd

Phone: 08450 646566

Unipress Software - Web Based Customer Service Software by Web Help Desk
 

Web Based Customer Service Software

Are emails from your customers lacking the critical details that you need to resolve the customer's request in a timely manner?

Losing continuity in service desk requests from customer to customer in your current customer service software?

From Customer Service personnel to your actual Clients submitting service requests, the Web Help Desk Customer Service Software's intuitive user interface will ensure that requests are submitted efficiently and effectively, all from the luxury of only a web browser.

Web Help Desk’s Online Customer Service Portal and Request Submission Interface allows your organisation to dynamically request the critical information from your customers that your support team needs to fulfill service requests. Such critical service support information will increase customer satisfaction, end the battle for information mining, and reduce your department's customer service costs, time and efforts spent on resolving issues and requests.

The Web Help Desk Customer Service Management Software allows your service desk to apply custom Service Level Agreements to each issue. A ticketed issue with a specific SLA can automatically send email notifications to support management personnel as reminders or to their managers/superiors, for escalation email alerts. As an issue approaches an SLA Management breach, color coded queues are provided, as well as custom reports can be easily created to report on any issues.

 
 

Core Help Desk Benefits Include:


  • 100% Web-based Customer Service Management Software
  • Incident & Problem Management
  • Asset & Configuration Management
  • Change Management / Approval Work Flow
  • Two-Way E-Mail Correspondence
  • Knowledge-Base Management
  • LDAP / Active Directory Synchronisation
  • Customer Satisfaction Survey Management
  • Reporting Included
  • Server Licensed or On-Demand ASP Hosted SaaS Options

Intuitive point-and-click configuration and easy-to-use customer service experiences within the Web Help Desk application allows your organisation to deploy help desk features and work flow that make the most sense for your service desk's daily management operations.

The Web Help Desk’s web based help desk management software allows your IT service desk to run more efficiently, effectively and at a lower cost of ownership; resulting in faster incident resolution, controlled costs and increased customer service satisfaction.

 
 

Streamline your small business or enterprise service desk with:


  • Email-to-Ticket Conversion - Emails sent to your Customer Service Inbox(es) will automatically convert the email to a service ticket by the Web Help Desk software ...including file attachments!
  • Customer Service Web Portal - Endusers can submit their requests via the customer service online web portal; an intuitive, easy-to-use web-based interface. Forms dynamically display required and optional custom fields based on the category chosen.
  • Automatically Route Requests - Dynamically route and assign support tickets to a specific technician / agent or group of technicians using your organisation's business logic.
  • SLA Management - Configure customer support Service Level Agreements to ensure that no request goes unattended. Create multi-layered SLA alerts, reminders and escalation notifications based on help desk ticket priorities.
  • Billing and Invoicing - Track labor time, parts costs and travel time, then generate instant PDF quotes or invoices. Invoices can be downloaded by designated Customers right from the web!
  • Self Service Knowledge Base - Facilitating the creation of an expansive, searchable self-service knowledge database of common customer support requests and their resolutions.
  • Performance & SLA Reporting - Generate online or PDF Performance Reports to identify your help desk's bottle-necks. Run SLA reports to ensure incident deadlines are met. Please view the Web Help Desk Reports Generation Tutorial PDF for more information.
  • Two-Way Email Correspondence Integration - Email correspondence and communication audit history recording is paramount to any service request system. Web Help Desk provides the following functionality and ultimate flexibility directly out of email!
    - Add Ticket Notes directly from email
    - Add Hidden Notes from email (Technician Option)
    - Change Ticket Status from email (Technician Option)
    - Email Client with Update? Yes No (Technician Option)
    - Reassign Ticket directly from email (Technician Option)
    - Add Time Spent on Ticket (Technician Option
  • More Web Help Desk Software Features

 
 

Install the Web Help Desk application on your server OR let us host your customer service software, as an On-Demand SaaS Hosted Help Desk Plan

Install the server-side customer service software on virtually any operating system of your choice OR let our organisation serve the support software on our powerful servers, as an hosted Help Desk ASP Software as a Service (SaaS) plan. The choice is yours!

Server Side Software installers include:

  • Apple Mac OS X Server
  • Microsoft Windows
  • Red Hat or Debian Linux
  • Sun Solaris

Non-Proprietary Databases supported include:

  • MySQL
  • Microsoft SQL Server
  • Oracle
  • OpenBase SQL
  • PostgreSQL
  • FrontBase - An embedded FrontBase database is included for Mac OS X and Windows installations for instance functionality.

Client Side Help Desk Software is not needed:

  • Apple Mac Safari
  • Windows Internet Explorer
  • Mozilla Firefox
  • Opera
  • Camino

Although the Web Help Desk solution is designed to scale across multiple servers (app server and database server), only one server is necessary to begin the "out-of-the-box" deployment. As your organisation's customer support management needs expand, you can add multiple instances and layers.

* Need more Features info? Click here for a checklist of Help Desk Features

* Need to Demo Web Help Desk? Click here for our Help Desk Demo Options

* Need Web Help Desk Pricing? Contact us for Web Help Desk Pricing

The server-side Web Help Desk application can be installed on virtually any operating system of your choice with a Perpetual Server License OR let our organisation serve the helpdesk software on our powerful servers, as an Hosted On-Demand Help Desk ASP Software as a Service (SaaS) plan. The choice is yours!

  • Pricing for the web based help desk software is solely based on the number of named Technician / Agent / Service Desk Operator logins.
  • The number of Clients / Endusers / Customers is alway unlimited.
  • The number of Assets / Nodes / Configuration Items is also unlimited with the Web Help Desk and has no bearing on price.

* Contact a knowledgeable Web Help Desk Representative.

 

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