New Help Desk & Client Portal

After running our existing Help Desk setup for over ten years, we are excited to announce we will be transitioning to a brand new Help Desk and Client Portal experience within the coming weeks! The image attached to this post is just a small preview of what the new Client Portal will contain.

 

The change will likely happen in early December of 2021, but no later than December 31st, as we want to kick off the new year with this new experience!

The new experience will have many benefits, both for our staff and our clients.

 

Our staff will have the ability to manage tickets much more efficiently than ever before, which will result in even better response and turnaround times on your support tickets! We will also have the ability to generate more robust reports, raise quotes for approvals, invoice, manage contracts, manage stock items, etc all from one primary interface. All of this will translate to a better experience for our customers.

 

Clients will also be able to utilize our new Client Portal to submit tickets with attachments and screenshots, better prioritize tickets, update current and view past tickets. They will also be able to accept and digitially sign quotes as well as provide instant (one-click) feedback on each and every ticket if they choose to do so.

Clients will also notice a much more personable feeling to emails back and forth with our support team. The e-mail process will now feel more like you are having a normal e-mail conversation with the ability to easily see who is CC’d on each ticket email.

 

Clients will  not need to change the way in which they interact with our Help Desk, although we will be redirecting our “Submit Ticket” app and links to the new Client Portal experience for that task instead. Clients that simply e-mail or call our Help Desk can continue to do that as well!

 

We have plans to rapidly expand this support portal over the coming months, including the ability to view and pay invoices, access a plethora of knowledge base articles, and much more!

 

We will be continuing to develop the Client Portal and will communicate future updates as they happen.

 

We look forward to launching our new Help Desk experience soon!

If you have any questions or concerns about this change please contact us.