No Issue Gets Left Behind
Assign support tickets to the right customer support agents and ensure that requests don’t fall through the cracks.
Easily share support ticketswith other personnel and allow your support agents to be more productive by focusing on their area of expertise. Arrange your organization in logical groups and set up ticket views and business rules by group. Views can belong to the entire organization, select groups or designated individuals. Use views to batch process or merge tickets to eliminate duplication.
Improve Efficniency with canned responses on FAQ's
Dramatically increase your customer support agent productivity with automated standard responses to frequently asked questions. Our software also supports customer login and ticket submission as well as a Technical KnowledgeBase made available on your public website.
Get Everyone In the Loop
Copy support agents or managers on your tickets.Whatever happens to a ticket gets logged. Whether it’s a business rule, comment, status change, or reassignment — you have a complete audit trail for future reference.
Categorize Tickets and Find Them Quickly
Easily categorize or add meta-information to your users, organizations and support requests with keyword tags. These tags and custom ticket fields can then be used in conjunction with our powerful rules engine, or to restrict access to knowledge base sections. Everything is searchable — your tickets, users, forums, knowledge base, and more
Reports and Analytics
If you don’t have visibility into your operations, it’s impossible to manage your team and deal with workload peaks and valleys. BirdDog Enterprise includes basic built-in reporting so that you can easily see the volume of requests that you’re dealing with over time. Built-in graphs show you the performance of your support enabling you to analyze ticket volume by status, priority, type, group or any custom field or tag. You can view information in graphical and or text format that demonstrates your overall efficiency and resolution time so that you can better deliver on Service Level Agreements (SLAs).