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OpenBOX Help Desk is a web-based service solution that automates and streamlines support services offered to internal and external customers.

With its powerful features, OpenBOX Help Desk has helped organizations reduce support costs, improve support staff productivity, and maximize customer satisfaction. Help Desk is part of a comprehensive service solution that includes multi-channel contact center, web self-service, and knowledge management.

Multi-channel contact center
OpenBOX Help Desk provides multi-channel communication between customers, service reps and internal employees. Whether service requests come in via telephone, web or e-mail they will be logged, tracked and assigned in one place for a consistent and efficient support process.

Defined support process
OpenBOX Help Desk can be easily configured and customized to match an organization’s existing or defined workflow. It dynamically generates action buttons to guide users to next steps of support process. Possible next actions can be configured for each user group according to specific workflow model.

Automatic ticket assignment and status change notification
Once a support request is submitted, a ticket is automatically generated and assigned. Automatic e-mail notifications can be sent on status changes, field updates or based on the movement of issues through the workflow, providing complete control of projects and preventing any loss of details or data. Once a ticket is assigned, the rep receives an automatic e-mail with a URL pointing to the record. When a ticket is closed, an e-mail will automatically be generated to the customer.

Web self-service
Significantly reduce incoming phone calls by providing employees with web self-service. Empower customers to help themselves using a web self-service portal where they can submit and check the status of service requests or search the knowledge base for potential resolutions to issues.

Time/cost tracking
Time and cost tracking functions track time spent on resolving support issues and calculate the total cost based on salary or pre-negotiated rate. Easily calculate the cost of an entire project for invoicing or tracking ROI.

More productive support personnel
Service requests are captured, assigned and tracked in one place. Support personnel access complete account information and ticket history including activities, e-mails, file attachments and status notification dates.

Comprehensive, fully searchable knowledge database
Support staff can search the knowledge base for a solution with a single click. New solutions can be entered for others to reference. The knowledge base can also be available to customers for web self-service.

Comprehensive reports and queries
Help Desk includes several pre-configured queries and reports for analysis and tracking. Creating and generating various types of queries and reports is easy and requires no IT support.

Asset management option
Track assets whether IT or fixed within Help Desk. Keep track of and manage critical information including life expectancy, current value, maintenance dates and warranties/contracts.

Customization
As with all OpenBOX products, Help Desk contains powerful customization features that allow users to personalize dashboards and gadgets based on preferences, viewing only the information they need when they need it.

Administration
Intuitive administration tools allow admins to create and modify tables, build forms and user interfaces, set and control field attributes, call external web pages into the OpenBOX application and much more. Multi-level security settings can be set at the group, user, form, field, record and command levels.

Seamless integration
Built to adapt to existing business processes and applications, the OpenBOX architecture enables seamless integration with back-office accounting and ERP systems for a true end-to-end CRM solution.

Up and running in days not months
With its strong architecture and customization tools, Help Desk can be up and running in days. Customers can work with our Professional Services group to reduce implementation costs.

Available hosted or turnkey
Help Desk is available either hosted (ASP) or as an in-house, turnkey solution. Start with the hosted solution today and bring it in-house when needed. The choice is yours.

Web-based, easily accessible
Help Desk is completely web-based and easily accessible using a log-in ID and password. All that is needed is a web browser.

Part of a complete CRM solution
Integrate Help Desk with other modules including Marketing Campaign Managment, Sales Force Automation, Order Management, Project Management, and Partner Management for a complete, enterprise-wde CRM solution.

Experience Low TCO, High ROI with OpenBOX
OpenBOX Professional Services will work with customers to leverage existing processes, resources and applications and design the right CRM solution or applications to fit the organization’s needs. Through Professional Services, customers are able to keep implementation costs down resulting in low total cost of ownership and highest return on investment.