Helpdesk Module
The Helpdesk module in Unity ERP provides a comprehensive ticketing and support system for managing inquiries and issues from parents, students, and staff, ensuring timely resolution and excellent service quality.
Ticket Management
Ticket Creation
- Automated email-to-ticket conversion
- User-friendly web form submission
- Flexible manual ticket creation by staff
Ticket Categorization
- Efficient department-based routing
- Logical priority assignment
- Comprehensive SLA monitoring
Communication Management
Contextual Response System
- Organized thread-based communication
- Seamless email integration for responses
- Convenient internal notes and discussion
Template Management
- Extensive pre-defined response templates
- Customizable canned responses
- Dynamic content insertion capabilities
Knowledge Base Integration
Self-Service Portal
- Comprehensive searchable knowledge articles
- Organized FAQ management
- Intelligent solution suggestion based on ticket content
Accountability and Performance
Assignment and Escalation
- Efficient auto-assignment based on expertise
- Clear escalation paths for unresolved issues
- Balanced team-based workload distribution
Performance Metrics
- Detailed resolution time tracking
- Comprehensive agent performance statistics
- Systematic SLA compliance reporting
Parent/Student Context
Holistic View
- Integrated student profile information
- Real-time fee payment status display
- Comprehensive academic performance context
- Complete communication history access
Benefits for Educational Institutions
- Centralized management of all parent, student, and staff inquiries
- Improved response times through efficient routing and tracking
- Enhanced service quality through knowledge base integration
- Complete accountability with comprehensive performance metrics
- Context-aware support with integrated student information
- Reduced workload through template-based responses