Tier One 1/Chang eManagement

Help Desk ITSM

Internal Client

External Client

Commercial Client

Client CRM

ApplicationsManager

Project PortfolioManagement

Task Manager

User Task Interface

Asset Management

Issue

BusinessIdea/Strategy

SQA/Testing

Change

Libraries

Users/ResourcesIT HR

CIO/ExecutiveDashboard

Workflow Engine/ChangeManagement

Summary Reports

Direct TeamCommunication

Time-Sheets

DB Scripts

Knowledge Base /Company Wiki

Other Events

Tier ne SUPPORT

Release Notes

Tier One SUPPORTIntegration

Tier ne SUPPORT Diagramdescription

IS Untangle Tier One Support is a web based support ticket system. It seamlessly integrates inquiries created viaemail, phone and web-based forms into a simple easy-to-use multi-user web interface.It allows organizations to manage, organize and keep history of all the support requests and responses, providingyour customers with accountability and responsiveness they deserve.IS Untangle Tier One Support look and feel is highly configurable: titles, logos and styles can be customizedaccording to the customer requirement

CustomerPhone call

Staff

Customer Email

Staff Interface

Client Interface

Client Online Web-forms

Hardware/Software/Device Alerts

(

API Integration

)

Advanced user

Dashboard

Administrator

AdministrationInterface

Main features

IS Untangle Tier One Support is designed to help you streamline support requests and improve customer supportefficiency by providing staff with tools they need to deliver fast, effective and measurable support. Some of thecore features include:

Web and Email Support:

Tickets can be created via email, online forms or phone (created by staff).

Dashboard

allows at-a-glance visualization of customer support health and monitoring of key performanceindicators.

Auto Response:

Automatic reply that is sent out when a new ticket is opened or a message is received.

Canned Replies:

Predefined responses to frequently asked questions. This is done by having a Knowledge Basearea that the customer can query by themselves.

Internal Notes:

Add internal notes to tickets for staff

Help Topics:

Configurable help topics for web tickets. This means that inquiries can be routed to specialistswithout exposing internal departments or priorities.

Alerts and Notices:

Staff and clients are kept up to date with email alerts.

Role-based Access:

Control staff's access level based on groups and departments.

Assign & Transfer Tickets:

Assign tickets to a staff and/or department.

Support History:

All support requests and responses are archived, providing a way for both customers and staff to look back in time.

Configurable mail templates and schedule:

schedules and mail templates for automated responses,alerts and any kind of mail sent to customers and staff can be configured as needed.

Satisfaction survey:

question/answers designer pages are available to create online survey forms that userscan be asked to complete. Survey results can be analyzed on a graphical interface where the administrator can seeaverages per answers from various customers.