Dealing with commonly asked questions? Rapid-answer them with ticket macros – with one click you can add reply, change status & priority, apply tags, change ticket owner
If more than one tickets require similar update you can select them in HostBill and bulk update screen will show up – apply macro, set reply & basic ticket details – all within seconds!
Define level agreements per ticket department & choose how what action HostBill take when ticket is overdue or needs to be escalated
Your Staff members can collaborate on tickets without risk of collision – each action taken on ticket is live-updated. To speed-up response time you can dispatch ticket to certain staff member.
Additionally your team can cooperate on resolving support issues fast and track issue resolve progress with simple, free collaboration tool – Ticket Notes. Private notes are only visible to Administrators and Staff Members assigned to this department.
In HostBill you can define number of intelligent ticket filters:
Never loose important message from your clients, stay connected with your HostBill support system thanks to built-in mobile notification system. Get push notifications on your iPhone about new ticket, get sms alert when ticket is escalated, let your Android device notify you about important reply - all possible with HostBill.
HostBill is compliant with NetworkedHelpdesk guidelines – an initiative that allows you to connect multiple communication streams together to provide great customer experience. You can now connect multiple HostBill installations to work with other brands or branches in your company on support issues. You can also outsource your support easily to other companies – share your tickets!
Ticket sharing, basic facts: