swDesk Online Support System Technician Features

Technician Features

Ticket Management

swDesk provides advanced tickets management features to increase your staff’s productivity. Staff mem¬bers have ability to lock and unlock tickets, which prevents staff members from duplicating responses. Technicians may also create new tickets to accommodate for telephone requests and other forms of contact not processed via swDesk.

Technicians may assign ticket ownership to themselves or others, moves tickets to different departments and may add private comments to tickets, which are only visible only to other staff members.

Tasks Management

Technicians have access to the swDesk Tasks Tool. This organizational tool helps your staff with time management and tasks management. This feature also includes the ability to add repeating tasks, add reminders and assign task execution to one or more staff members.

Knowledge Base Management

Technicians have ability to add, remove, edit and organize categories and articles in the Knowledge Base. swDesk supports unlimited category levels, unlimited sub category levels and an unlimited number of articles and categories. The technician’s interface also includes the ability to track and review user feed¬back and ratings posted in the client area.