The majority of support requests are sent in either via email or submitted through web based forms.

However, there is a large percentage of customers who prefer to phone in their requests and be assisted by a customer support agent; to these customers, the element of human presence provides them with a certain level of comfort that their request has indeed been acknowledged.

Helpdesk Pilot takes note of this important requirement and provides your support agents with the option of submitting a ticket on behalf of the end user/customer.

Whilst logged in to the Admin Panel, your Customer support agent needs to merely click on the “New Ticket” link, located at the top right hand corner of the panel (shown below), to bring up the ticket submission form.

With the customer on the phone, your support agent can then fill in the ticket submission form while prompting the customer for the information required in the individual fields. The ticket then enters your Helpdesk Pilot ticket queue, awaiting response from the concerned support agent.