The Helpdesk module on Portico allows companies to implement and administer an online helpdesk within their organisation. Queries can be raised by employees that can be automatically directed to individual departments depending on who is to provide support and service the requests.

The helpdesk enables users to communicate with dedicated support teams on specific problems raised by users in your company.

Queries can be raised on Portico or sent via email to pre-defined emails for each department that supports handling of specific types of queries. This is all possible with a simple easy-to-use interface. Users can raise queries to receive support. Every query is assigned a 'ticket number' that we are tracked by the helpdesk. You can select specific help topics to choose from when creating a ticket. The helpdesk module provides an easy to use and simple view to all your support requests and responses in one place. Click here to view the Helpdesk workflow.

Key features of the Helpdesk module are:

  • A user can raise ticket in Portico anytime.
  • After creating a ticket, an auto generated email goes to the user to confirm that the ticket has been raised.
  • Any update to the ticket information also generates an email to the user.
  • If the user is not satisfied with the given solution then the ticket can be reopened.
  • A user has a view to all tickets.
  • Dedicated email ids can be created and assigned for each department that services specific types of queries.