Helpdesk
Support your customers without losing track of anything.
Overview
When a customer has a problem, they want a fast, competent response. BlueRockTEL's Helpdesk module gives your support team everything they need to deliver it, without switching between tools.
Key Capabilities
Ticket Management
- Email-to-ticket conversion: every email to your support address automatically becomes a ticket
- Priority classification: Urgent / High / Normal / Low, with configurable SLA thresholds per priority
- Assignment and escalation: route tickets to the right technician or team automatically
- Internal notes: collaborate on complex issues without the customer seeing internal discussion
Full Customer Context
Every ticket is linked to the customer's account in BlueRockTEL, giving your support team instant access to:
- Active services and configurations (from Deployments module)
- Current invoice status and payment history (from Billing module)
- Previous tickets and their resolutions
No more "let me check your account in another system."
Time Tracking
- Per-ticket time logging: technicians log the time spent on each ticket
- Billable vs. non-billable: distinguish chargeable support time from included support
- Monthly support summary: automatically generate time reports for SLA review or billing
SLA & Reporting
- SLA breach alerts: notifications before an SLA is about to be breached
- First response time / resolution time tracking: measure team performance objectively
- Customer satisfaction rating: optional post-resolution survey (integrated with the Satisfaction module)