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Internal HelpdeskSoffront’s cloud helpdesk software helps you respond to incidents on time, manage assets, and improve employee satisfaction.
Helpdesk agents can view complete incident details along with employee and system information. Helpdesk managers can easily reassign incidents to other team members or groups to balance the workload and maximize overall team effectiveness.
We selected Soffront primarily for two reasons: speed of implementation and cost. With Soffront’s hosted or on-demand solution, we were able to jump in within a month. The entire system was available online, and we did not have to purchase any hardware or third party software to get started. For the price, other vendors did not offer a system with this much flexibility.- Mark Herrington Sr VP Projects, CSA
We selected Soffront over other CRM solutions because it offered a robust, feature-rich, web-based solution that was also easy to customize. Now our IT managers have instant access to overdue tickets, projects, and open issues across all sites. With Soffront, the tickets are routed immediately using rules based on the employee's location and the type of problem identified.- Tom Ridinger Administrator, Avocent Corporation
Manage your Helpdesk ProcessSetup a helpdesk process that keeps incidents on track to resolution and keeps employees focused. Use your own process or follow best practices. Dynamically generate action buttons that guide agents through the defined process.
Asset ManagementManage your entire portfolio of assets including IT and fixed assets. Tag the asset, know where it is located and who is using it. Keep track of key information like life expectancy, current value, maintenance dates and warranty/contracts.
Knowledge BaseProvide a natural language search interface to your employees where they type in questions or use keyword/phrases with logical operators. Let your support reps add solution articles with pictures and attachments, using a WYSIWIG editor.
Employee PortalLet your employees submit tickets and check the status of pending tickets from your website, twenty-four hours a day, seven days a week. The employee portal or Human Resources portal features a collection of gadgets for your employees. Such gadgets include Expense reports, Calendar, Key metrics reports, Alerts, Employee Profile, Asset management, Web based ticket submission, Self-service, and integration with other apps.
Email ResponseAddress the ever-increasing volume of email inquiries. Respond faster to email inquiries by analyzing the incoming email and automatically routing it to the right agents. Send an intelligent auto response, with the results from the knowledge base query. Follow up with an electronic survey and close the ticket if the respondent is satisfied with the knowledge base results.
Helpdesk AnalyticsGet timely, fact-based insight into the entire helpdesk process for continuous improvement.
Helpdesk dashboards offer instant snapshots of support key performance indicators (KPIs) including Agent Productivity, Support Response Time, Ticket Ageing, Employee Survey Results, etc.