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Support Helpdesk
ActiveAkiHub Helpdesk provides a unified portal to capture, categorize, and resolve service tickets from customers or internal requests submitted by staff to back-office teams (IT, HR, Administration).
Helpdesk Ticket System & Service Request Center
AkiHub Helpdesk provides a unified portal to capture, categorize, and resolve service tickets from customers or internal requests submitted by staff to back-office teams (IT, HR, Administration).
Core Competencies
- Multi-Channel Ticket Intake: Capture service queries from support emails, web contact forms, and in-app portals, converting them into trackable tickets.
- SLA Monitoring & Breaches: Define response and resolution times (SLA) per category, alerting agents before thresholds are breached.
Các tính năng thành phần nòng cốt
Ticket categorization & priority
Automatically tags and prioritizes each incoming support request.
Department queues
Routes each request to the correct department or assigned agent.
SLA response-time tracking
Monitors response times and alerts before a ticket breaches its SLA.
Performance & SLA
Module operational metrics Support Helpdesk
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Automated Operation Pipeline
Receive the request
A customer or employee submits a request via the app, email, or portal.
Triage & assign
The ticket is prioritized and assigned to the appropriate support agent.
Resolve & respond
The agent works the ticket and communicates directly with the requester.
Close & rate the ticket
The ticket closes once resolved, and the requester rates the support quality.
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