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Workflow and ticket assignment can be determined by the type of problems your user is having, the organization of the user, the severity level of the request or mixture of these events. Mulitiple routing rules can be implemented to handle ticket distribution to either a single agent or a group of agents.
Assign simple tasks and due dates within a ticket or project. Easily track time and costs of each task and how they relate to either an account or project.
Set up a recurring schedule that auto generates and assign new tickets
Initiate a remote session and chat where an agent can take over a users desktop or share their desktop. Create a group session that allows the agent to invite mulitiple users to a session to share files present their desktop.
Create multiple rate types for reporting, billing and invoicing billable and non-billable time
Create multiple rate plan consisting of various task types with differing cost of service
Create invoices for clients allowing agents to send customers the cost of service. SherpaDesk integrates with QuickBooks and Freshbooks to send out invoices.
A stopwatch feature that allows you to record your time to ticket, an account or a project
The email parser allows agents to modify and update tickets using special commands when replying. A lot of ticket management can be handled by simply replying to an email.
Drop Box allows you to customize multiple inbound emails for ticket creation. You can set up specific emails to be classified and routed to either an agent or group of agents
Unique ID assigned to assets help you quickly locate specific objects in your system
Create unique fields per asset type for reporting and management. Custom fields are determined by the asset type allowing you to gather detail information for each piece of asset in your inventory
Search across your inventory for specific assets based on selected criteria. Easily located where an asset is located, the service history and who it's assigned.
Estimate the internal revenue and expenses on each project. Keep in touch with each project's profitability as you assign time, travel and expenses.
Track the estimated completion on a project. You will be able to see the total magnitude of work on each project as well get an estimated work of complation.
Create rich multimedia style articles that can be keyword searchable from your portal
Customers have the ability to log in and check on the status of their requests. Here they can update their tickets and reivew the status of current open tickets.
SherpaDesk is available in an HTML5 mobile format and is also availble for download for Apple iOS and Google Android stores
A Chrome plug-in allows you quick access to manage and update your tickets from your browser
Design custom reports using graphs, scheduled reports to be delivered by email and export your data to be used locally.
View all time billable and non-billable time in a calendar view. Easily sort the view based on account, agent or projects. Edit and add time logs on any of the assigned days.
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Integrate time logs, invoices and staff payments into QuickBooks. Let SherpaDesk manage your rate calculations and expenses and then easily push over your invoices into QuickBooks Online
Use Google Marketplaces to manage user authentication and roles
Integrate seamlessly into Salesforce creating an easy experience to track prospects, to customers.