However, there is a large percentage of customers who prefer to phone in their requests and be assisted by a customer support agent; to these customers, the element of human presence provides them with a certain level of comfort that their request has indeed been acknowledged.

Helpdesk Pilot takes note of this important requirement and provides your support agents with the option of submitting a ticket on behalf of the end user/customer.

Whilst logged in to the Admin Panel, your Customer support agent needs to merely click on the “New Ticket” link, located at the top right hand corner of the panel (shown below), to bring up the ticket submission form.

With the customer on the phone, your support agent can then fill in the ticket submission form while prompting the customer for the information required in the individual fields. The ticket then enters your Helpdesk Pilot ticket queue, awaiting response from the concerned support agent.

Helpdesk Pilot 2.2.0 (and above) offers a staff based ticket filtering and you don’t have to look around to find how you can apply this filter. Just use the search box. Search for staff: john to list all tickets assigned to john. And to list all tickets that remain unassigned search for staff: none. It’s simple, quick and can be used in conjunction with other status filters available.

Click here to see examples and screenshots of this useful feature.

A typical life-cycle of a new ticket at Helpdesk Pilot daybreakers download begins with Pre-Sales moves to Sales , occasionally then passed on to the Installation Department and finally lands up with the Support team. By now the ticket is already over 20 responses long and the original message of the customer is irrelevant and out-dated.

This is where Split Tickets introduced in 2.5.0 comes very handy. Click here to see how split tickets feature works.

So, next time you want to pass a ticket to another department consider using Split Tickets option.