Wombat Helpdesk
Wombat is a client-server Help Desk solution that provides total accountability
for your customer care needs. It is brought to you by the makers of the industry
standard for billing, the Tucows Platypus Billing System.
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Features
Automatic Queuing of Support Email
As support email arrives, the Wombat Mail Popper puts the email into the database. The Wombat Auto Categorizer applies
your business rules to determine the ticket category. Wombat then assigns the new ticket to the appropriate available
staff member. Follow-up emails are automatically attached to an existing ticket, automatically re-opening the ticket
if neccessary. An automatic reply email can be sent to the customer letting him know his ticket has been opened,
giving him your Customer Ticket Review web page where he can track the status.
Automatic Escalation of Tickets
The Wombat Auto Escalator raises ticket priority based on rules that you define. Supervisors can tell at a glance
which tickets (or staffers) need the heat turned up. Status email can be automatically sent at escalation time to
staff member(s), the customer, or both.
Smart Knowledge Base
To solve problems before they exist, customers have web-access to the Knowledge Base. Staffers search the base via the
application for solutions, and can attach article references to the trouble tickets. Hyperlink articles, create
keywords, and define custom templates for maximum performance.
Powerful Trouble Ticket Management
A complete view of a customer's issue is vital. A Wombat ticket can attach emails, phone call records, notes, files,
and knowledge base articles.
The customer's ticket history can demonstrate recurring problems and previous solutions. A timer tracks time spent
per ticket, allowing you to see a customer's cost, a staff member's workload, and labor trends.
Integrate custom VBScript and Jscript functionality to efficiently handle ticket actions.
Powerful Security Model
Cherry picking of easy or profitable tickets can be a problem! Wombat prevents this by enforcing a priority total
limit per staffer. You set read/write staff group access for ticket categories, to keep work focused.
Security profiles makes adding new employees easy. Define security groups such as Support User, Power User,
Administrative. Set the access definitions for each group. Now when you assign a staff member to a group, you know
exactly what access he has. Further, you can add additional access to a single staff member. At any time you can
review an employee and see a list of access points to which he does and doesn't have permissions.
System Requirements
Server
Database: Microsoft SQL Server (not included)
Processor: Pentium III or better
OS: Windows NT Server 4.0 and up.
RAM: 512 Mb
Disk space: 500 Mb and up
