News
New Online Support Ticketing System.
Posted Oct 21, 2011
RFL is pleased to announce the launch of their Online Ticketing System.
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Using the new system, customers will be able to track and report faults/incidents, and request help online via any internet connected web browser.
Key features & benefits:
- Ability to raise a new incident from any Internet enabled web browser
- Facility to add attachments to tickets to assist with rapid diagnosis
- Introduce a common policy for staff to raise support requests
- Track the progress of each ticket that you raise
- Leave feedback for RFL's staff on completion of each ticket
- RFL's on call staff are automatically notified of Emergency Tickets via SMS and email
- RFL's Customer Services staff monitor "active" incidents via a real time dashboard
- RFL proactively monitors response times and reports against agreed SLA's
- Customers, RFL's support staff and field engineers presented with a single common view
This service is provided as an enhancement to existing Managed Service and Support Contracts.
If you would like more information on this service or are interested in deploying this system locally to support your own IT operations, email support@rflcomms.co.uk or call the RFL support desk on 01249 446500.
