News from Atol Solutions
Pilot on the road to serve our customer even better
We have been a client of Akeeba for a long time, actually since we started. They provide great software to do site backups to local space or in the cloud. We also use Admin Tools, a great firewall to protect the sites we develop and service. For some time we have been contemplating to start a ticket system to serve our customers better, nothing elaborate but one that can do the job, keeping track of issues and responding quickly. We decided to go with them, as they are a reliable vendor and partner of Atol Solutions.
We are running an initial pilot with their Pro version, tune the system for our needs and then we go live. Yes it will be yet another chance - but we feel it is time to do so. We shall keep you informed, of course. All to serve you better...
Top Features
Multiple categories
Take advantage of Joomla!'s powerful nested categories management for your support ticket categories
Canned replies
Tired of typing the same answer over and over? Need a reply template for new support agents? Canned replies to the rescue!
On your site or via email
You get to decide how your users will file their tickets. On your site, using a rich text editor? Or maybe via email? Perhaps a mix of the two? It's all possible.
Time tracking and leaderboards
Have you ever wondered how much your support agents really work? Which ones are loved by your users and which one not so much? Akeeba Ticket System makes it easy to find the answers you were looking for.
Joomla Fields
Use Joomla Fields to request structured input from your users and/or support staff. All core and third party Joomla Fields are supported.
Private and public tickets
Decide which tickets will be visible to everyone and which ones will be seen only by the support staff and the user who filed them. Per category or per ticket. It's up to you.
InstantReply
Akeeba Ticket System automatically searches public tickets and your site (using Joomla's Smart Search). It shows the results while your users are still typing out their ticket. The end result? Fewer tickets to be answered by human agents, more satisfied clients!
Attachments
Your clients can attach files to their tickets. The upload settings — like the maximum size, allowed file types, etc — can be managed separately from Joomla media manager settings.
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