Our ticket system allows us to keep an accurate record of outstanding inquiries and a knowledge base of prior responses which can be beneficial to our support staff and our entire user group, who are free to search the system.
All inquiries can be deemed public or private. Private inquiries will only be seen by the internal support staff!
After public questions have been sufficiently answered, we will determine if they should be kept on file for the future in our knowledge base to help future cases. If they are not, they will simply be archived.
View a full description of Alcea HelpDesk solution and how it can improve your organization’s customer support services.