In Customer Support, we are always looking for ways to improve our high level of service to clients. The most recent focus was to advance the way we track our support tickets.
To assist us in this process we have invested in a Customer Support ticket system called Zendesk. This system allows us to organise and prioritise our incoming workload in a clear, structured way. It ensures we respond to support tickets within our Service Level Agreement and work with our clients to solve their support tickets as promptly as possible.
Key benefits for our clients
- The ability to track the progress of their own and their colleague’s support tickets, including a history of closed tickets. Making it simpler to stay on top of things.
- Automatic notifications sent when support tickets are raised and escalated to a developer or user interface designer. Keeping everyone in the loop.
- Easy access to self-service resources such as knowledge base, user/admin help and other documentation. Making it quick to check for existing solutions.
Fig. 1. Bright Interactive's Zendesk ticket system
Using the ticket system
If you are already in the Asset Bank Customer Support programme, you can now register for Zendesk here: https://brightinteractive.zendesk.com/home.
Note, the usual support email address is currently running in parallel with Zendesk so our existing clients can choose which method of communication they prefer. We will let you know when this changes.
The Asset Bank Customer Support programme includes a service level agreement for resolving issues plus access to new features and enhancements via our quarterly releases. If you are not a member of Customer Support, but want to find out more, or if you have any feedback, then please contact us: support@assetbank.co.uk
Thanks, Amanda Faulkner (Asset Bank Support Manager)
