Virtual Help Desks

Help Desk Software > Virtual Help Desks

Virtual Help Desks - Different Customers, One Help Desk!

Virtual Help Desk is an innovative feature that enables the Flowan Help Desk system to handle all of your support requests within one software package. Although setting up problem types is the primary way of handling your support requests, you may have customers where it doesn’t make sense for each customer to see problem types that don’t apply. This is the situation that is handled by Flowan’s Virtual Help Desks. You are able to define a Virtual Help Desk and associated problem types for each customer so that it appears to each customer that you are supporting only their needs. Each of your help desk representatives can be set up to cover one or more Virtual Help Desks thus allowing your one help desk to act as many.

Virtual Help Desk Features

	Create unique problem types for each customer you suppport.

	Define hours of operation for each Virtual Help Desk thus allowing for region specific help desks.

	Post information to the Flowan Help Desk bulletin board for each Virtual Help Desk thus providing the ability to target messages for specific customers.

	Publish Knowledge Base articles to each Virtual Help Desk.

	Print consolidated help desk activity reports for all Virtual Help Desks.

	Assign customers to a specific Virtual Help Desk.

	Assign help desk representatives to one or more Virtual Help Desks.

	Define problem severities and associated customer service levels (SLAs) for each Virtual Help Desk.