Turning e-mails into tickets is a practical feature that PhaseWare's outlook integration can handle. By turning on incident creation our system will attempt to create a new ticket or update an existing ticket each time a new e-mail enters the system inbox. With the density of internal IT systems, this feature is long sought after.
A knowledge base that can be utilized by your IT will greatly increase resolution times. Providing easy access to information from a knowledge base, frequently asked questions, product specifications and guides, useful downloads, peer service, and more, will improve satisfaction rates and support agent efficiency.
PhaseWare allows you to automatically assign tickets, and associated audit trails, to the most appropriate support agent or department based upon incident properties that you set up. This feature improves organization across the board and paves the way for better FCR rates.