New Support Ticketing System Trialled At I.T Solutions Company
At the beginning of March Gatenby Services Limited, an IT and Computer support company based in Wells, Somerset introduced a new support ticketing system as part of their programme of improvements to their support desk.
- (1888PressRelease) March 17, 2011 - The previous system was email-based with a dedicated address for support for all service contract customers, however there was no central database to track support issues. This meant if an employee was away on a call-out all other employees could not track the progression of their particular support calls if needed. This also made it difficult to maintain an audit trail and analyse the history of support calls.
After a lengthy consultation process the decision was made to go with ZenDesk. Founded in 2007 by three men Danish men, ZenDesk is a web-based help desk software program with an elegant support ticket system and a self-service customer platform. Gatenby Services joins some of the worlds biggest brands in choosing ZenDesk including Adobe, Sony Music, Groupon and Lonely Planet.
The new system will enable all support requests to be logged and viewing by all relevant support technicians, as well as providing a central space for all query resolution. Support Engineer Brian Ely says of the new system "It means we can track requests accurately and respond to them much quicker than the previous system, which is what support is all about, resolving queries in a precise and quick way".
The new system is very flexible, customers need only send an email to support ( @ ) gatenbyservices dot co dot uk and a ticket will automatically be created for them dot The programme also supports Twitter integration and the ZenDesk iPad application is already in heavy use by the support team outside of the office dot
Gatenby Services offers complete computing solutions including consultancy, telephony services and website design packages. All engineers are Certified Microsoft Professionals with over 50 years experience combined. For further information please visit www.gatenbyservices.co.uk
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