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A SEAMLESS AND OMNICHANNEL SOLUTION
TO HANDLE CUSTOMER ISSUES EFFECTIVELY

 

A HelpDesk & Trouble-Ticketing system for submitting and handling Customer requests either for support, sales or accounting issues. Each request creates a "Ticket", a Case, which is allocated to an operator for further arrangements and escalation, as required, while allows Customers to monitor the progress of their requests, online.

Integrated with all the other VORTEX Suite applications, VORTEX HT assists in the expediet Ticket resolution, while the Customer has the option of rating the
Quality-of-Service provided and the Management to generate the necessary statistics and KPIs via dynamic reports.

 
BENEFITS
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EASY MONITORING
OF REQUESTS

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AGILITY FOR
YOUR ORGANIZATION

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EFFICIENCY
FOR AGENTS

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CONVENIENCE
FOR CUSTOMERS

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COST
REDUCTION

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DYNAMIC
STATISTICS

FEATURES
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TICKETING MANAGEMENT

The customer submits a new request and receives an automatic email reply. The request creates a "ticket", a case, which is allocated to an operator for further arrangements.

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INTERDEPARTMENTAL CONNECTIVITY

Submitted request is evaluated and assigned by the system for further processing based on the relevant departmental processes.

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REQUESTS REDIRECTION

Each ticket can be directed to one or more departmens and operators. Each operator can redirect a ticket to the appropriate next operator for further processing. 

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SEAMLESS COMMUNICATION

Each request can create a chain of communications between operators of the organization, processed through the same unified environment.

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MONITORING OF PROCESSING REQUESTS

All information regarding a ticket is centrally stored, facilitating the online monitoring of the progress of the works towards the final resolving of the case.

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DETAILED REQUEST HISTORY

Under each customer there is a collection of all tickets along with their associated processing history, per status (pending vs completed).

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PRIORITIZATION OF REQUESTS

Ability to prioritize each ticket based on its criticality.

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AUTOMATIC REPLY TO CUSTOMERS

Confirmation to the customer that his request has been received with an automated email reply message.

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TECHNICAL SUPPORT 24/7

Continuous operation on a 24-hour basis of a system for receiving and coordinating requests.

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FUNCTIONALIT╬ą
How Vortex HT works
USER INTERFACE
TICKET & REQUESTS SCREEN

Monitor all incoming requests on a single screen, highligting statuses with a color indication.

TICKET DETAILS DISPLAY

View all properties related to a Ticket

TICKET ASSIGNMENT TO OPERATOR

Assign a Ticket to a department or to a specific operator to handle it

EMAIL REPLY

Email reply for each ticket through an embedded email editor of Vortex HT

TICKET HISTORY LOG

Fast and easy retrieval of all historic log for each ticket per user including comments

TICKET RESOLUTION TIME

Monitor the total time resolution for each ticket with color indexing in case of violating the maximum time alllowed 

STATISTICS & REPORTS

Design dynamic statistical reports with graphs for each ticket per perioed, customer, operator, status and resolution time

Customer Reviews

1 Ivis Str., Metamorfosi Athens,
Greece, PO 144 52
T +30 210 29 16 001
GEMI No.: 696837030001 

FM AWARDS7          mobile awards 2022 GOLD              


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