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Send and receive SMS from your helpdesk software
Fields of applications
IT helpdesk programs provide technical support and help
on various computer issues and events by offering a direct connection
between the end user and the support team via phones or e-mail. However
nowadays helpdesk support has a wider range of use. Besides offering help
to customers, helpdesk software products are capable of providing in-house
support as well intended only for employees. If you are using a helpdesk
software to provide technical answer for your colleagues you can further
enhance your in-house service by adding SMS functionality provided by
Ozeki NG SMS Gateway.
Figure 1 - Solution for how to send SMS in your helpdesk system
Via a helpdesk software an incident tracking network can
be set up on every
workstation. This system creates a Local Bug Tracker (LBT) aka ticket
which finds and analyzes common problems. Every ticket has its unique
identification number therefore the helpdesk ticketing program can
determine which computer requested support. The ticket is forwarded
to the helpdesk software which displays the problem to be solved for the
support team. You can automate this procedure by creating an SMS service
which forwards the reports directly to the managing team in an SMS message.
Therefore reports will always be in time and time-consuming response
can be avoided and the support can be provided sooner.
In addition to the above mentioned if your company has different support teams for different issues Ozeki NG SMS Gateway can be configured to send SMS for the appropriate team. On basis of the ticket identification numbers the helpdesk software determines the nature of the problem and through the gateway software it forwards them to the right team in an SMS message. In this manner long waits for response can be reduced by a significant amount which further enhances in-house support efficiency.
A helpdesk software's crucial quality criterion is
whether it is in daily connection with the end-users or company employees.
Ozeki's SMS application provides this ability for your helpdesk software
in both fields; within your company and within your costumer base.
Your costumer support can be automated by adding SMS functionality to it in a way that the support inquiries can be distributed immediately among support teams in text messages. In addition to that automatic replies can be configured for questions which are frequently asked thus redundant support can be avoided and resources can be turned towards more elaborate help providing. Such an efficient system earns reputation for your company and forms a professional name for your business. Consequently long waiting times can also be avoided and an immediate helpdesk service can be created. The benefits of Ozeki NG SMS Gateway's application will result in the ease of your support system and your costumers' satisfaction. Thus such an application is well advised for establishing a flawlessly working helpdesk service.
However Ozeki's application also has benefits when implementing it into an in-house support system. In a larger helpdesk staff which consists of several support teams ticket queuing can be time and resource consuming. Adding SMS functionality this demanding procedure can be automated. The gateway software can be configured to send a notification SMS if a ticket needs specific supervision. Therefore the intended support team can immediately start working on the problem. With such a system elaborate support service can be simplified and long waiting times can be avoided within the company as well. A more efficient IT environment can be achieved by providing a system which always keeps the intended up-to-date.
To sum it up Ozeki NG SMS Gateway offers an application which can bring ease to your helpdesk service for your costumers and for your employees as well. With its superior performance and elaborate technology it can provide the simplicity and accuracy essential for a professional and well-functioning support service which is indispensable for a reliable company.
- Find out the most popular SMS solutions provided by Ozeki NG SMS Gateway on Solutions page.
- Learn how to adopt SMS technology in your business on Businesses page
- To know more about Ozeki NG SMS
Gateway please go to Product pages where you can also download
- If you wish to learn how to connect to the mobile network please read IP SMS vs GSM modem connectivity
- Feature list of Ozeki NG SMS Gateway
- User Guide for Ozeki NG SMS Gateway
- Product manual
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