For external customer help desk issues, we provide a Web based portal to allow customers to enter/track issues while helping customer service representatives better manage their SLA’s, maintain strong customer relationships and improve overall customer retention and satisfaction levels. 

Additionally, Help Desk Authority can:

• Allow customer service representatives to receive support requests via email/telephone or web and route those issues to the appropriate staff for quick resolution
• Help support technicians reduce the number of open issues by providing self-help knowledge base articles to address known resolutions to common or recurring issues
• Communicate ticket/issue status and related information in real-time so service levels can be maintained and downtime for the customer is significantly reduced
• Easily deploy and maintain a 24X7 “trouble ticket tracking”operation  without adding additional staff or a dedicated system administrator to maintain it