It all starts when the ticket is logged – you need to capture the necessary info quickly and easily. If your software makes it difficult for you to log a ticket, then you’ve already lost the game. Make sure you start out with the fastest help desk issue capture process available.
It’s time to roll up our sleeves and get to work. Revelation will help you be a superstar for your customers by taking care of the mundane, repetitive stuff so you can focus on providing the solution. It will even peer into the future to make sure there are no surprises waiting so you can always be ahead of the game.
You’re two-thirds of the way there. You are capturing new issues like a pro and closing them so fast your customers think it’s magic. But that’s never enough, because they are never satisfied – you have to get better and Revelation helpdesk will help you
Do it all from the palm of your hand – capture, resolve & learn – with no software to install because we are a 100% browser-based help desk solution.
Have one of our ‘Revelationists’ walk you through the primary help desk, management, reporting and administrative features live online. Demos are usually scheduled three days out, but we will do our best to accommodate your schedule. Please give us your email and desired demo date/time.
Provide an immediate response with Live chat between your end users and support staff. Availability and anonymity settings will only allow chat when you are ready and hide your (or their) identity if necessary. Chat transcripts can be converted directly into a ticket or added as a note.
End Users can log a new ticket online 24/7/365 from the built in Self-Service Interface on a computer or tablet. Your staff can even do it from the palm of their hand with our mobile interface.
Define your own email parsing rules that will read incoming emails to multiple accounts and take actions, including: log tickets, update tickets, reassign, close, send emails, create user accounts, and much more.
Our quick entry process helps your staff log a new ticket in as few as three steps. So when the phone is ringing off the hook, they can move to the next issue quickly.
Easily define tickets that need to be logged on a recurring schedule – like swapping out backup tapes or compiling a network health report – and Revelation will auto-log them to the appropriate person or queue.
If an end user or customer is sending support emails to your inbox, you can use our simple Outlook plug-in to convert them into tickets (or action notes) without having to copy and paste from the email into Revelation.
Issues are directed to one person/group who assigns tickets where they belong. Powerful automated features assist by pre-selecting assignment/issue types/priorities/service levels/etc. based on your business rules.
Issues are dealt with in the order they arrive. Revelation assists by auto assigning tickets to the appropriate staff person so all you have to do is describe the issue and click 'LOG' before moving on to the next ticket.
Create seperate teams of help desk staff - each one assigned to a particular group of end users (or type of issue). You can even structure each team differently as needed.
Issues start at tier 1 and are escalated if necessary. Your staff can move tickets from tier to tier manually with ease or you can build in powerful escalation rules that will do the job for you.
"We are a 600 end users school system and mental health organization - our teachers, clinical and administrative staff are able to efficiently create trouble tickets which can be monitored from beginning to close. Its ease of use for our staff is one of the main reasons for selecting Revelation."
"Revelation helpdesk has given us better control of our IT infrastructure by providing us with better management information."
"Revelation helpdesk has revolutionized our organization and the way we provide customer support."
"Revelation helpdesk has provided an open communications, tasks based, accountability structure for many aspects of our business. From sales to support everyone is in the loop and knows what is expected of them."
"We used Support Magic for many years and find Revelation helpdesk software to be very user friendly and easy to navigate. We had no trouble switching to a web based application."
"Revelation has helped to structure our support organization and has had a very positive impact."