Facil HelpDesk is an customer support management system or help desk software for web sites, based in tickets, enabling users to track and manage their support requests faster. Includes articles with comments, email validation for registration, departments, basic reports, etc.
The help desk software was designed for small and medium companies with one or more members of staff or for those who want to organize communications because clients feedback is helpful for your web site or business.
Unlike other web help desk of high cost, which require licence by year, you will have the full source code (PHP) to make changes to the help desk software for your internal organization.
Facil HelpDesk allows you to submit ticket from 3 ways: web forms (registered users) , contact form (unregistered users) and email.
What is Trouble ticket system?
Trouble ticket system or incident ticket system are computer software that manage and maintain lists of issues, as needed by an organization. Facil HelpDesk is a new trouble ticket system. Your customers can submit tickets via forms, email or the web.These help desk software are commonly used in an organization's customer support to create, update, and resolve reported customer issues, or even issues reported by that organization's others employees.
What includes an issue tracking system?
An issue tracking system usually contains base of articles containing information on each customer, resolutions to common problems, and other such data. For security, issue tracking systems will authenticate its users before allowing access to the system.
Why not to use only emails?
Customer support is key to any business specially on the Internet. If you are using contact forms or you publish your email you are exposed to several typical problems:
Your email can be captured or receive SPAM
You don't have the history of your visitors and their previous requests.
Sometimes a visitor writes his email with a spelling error, and your response never is read.
People has SPAM filters installed on their email servers(and they don't know), your email could be deleted before of being read.
A malicious user could send you a long email with several megabytes, then the next user will get the error: "Email box is full" when he is trying to send you an email, etc.