HelpDesk Articles

Help Desk Instant Ticket Alert System

What is Ticket Alert System?

A traditional ticket alert system should consist four basic features -

• Receive on-screen alerts in real time for ticket creation and replies.
• Setting Refresh Intervals
• Play a sound when new alert is received
• Modification of the amount of time alerts will stay on screen before disappearing

This can be further extended with additional features.

Do I really need a Ticket Alert System?

Absolutely yes! Its would be crazy to sit and refresh helpdesk to check if you have any new ticket or update for existing ticket.

No matter you have less or large ticket flow on your helpdesk, ticket alert system allows you to sit back and relax while it keeps flashing with updates on your helpdesk. example new ticket arrived, client reply added to existing ticket and much more..

The customer support trends are changing, Companies have joined the race to provide best support to their clients to keep them happy — They even setup SLA (Service Level Agreements) to provide top notch support. It would be wise if Organizations adapt the new trends to keep up themselves in this race.  With Ticket Alert System it is possible to achive SLA’s and reply tickets timely.

How Ticket Alert System keeps you on top of your Helpdesk Activities?

• An alert on your desktop helps you know if you have a new ticket.
• You can react fast to alerts and reply tickets timely.
• SLA can be maintained.
• SLA maintained == customer happy

Does your Helpdesk has a Ticket Alert System?

If your answer is “NO’ then its high time you should have one to reply your clients timely and maintain SLA’s. Few known Helpdesk vendors like Kayako & Vision Helpdesk offers Ticket Alert Systems Plugins with their Helpdesk softwares.

Kayako Support Suite comes with Insta Alert system –

InstaAlert is a SupportSuite/eSupport plug-in designed for use with Microsoft® Windows® that allows the desktop PC user to instantaneously be notified regarding ticket activity in the help desk. Whenever a new ticket is submitted, or a client has made a reply to an existing ticket in any department that the logged-in staff user is assigned to, an alert is issued. The alert comes in the form of a small pop-up screen displayed on the Windows® desktop. A sound file can also be chosen to play when an alert is received for audible notification.

Alerts can be filtered based on type, and the inbuilt department/status tree* can be used to easily navigate through departments and tickets. Automatic integration with SupportSuite/eSupport means that clicking an item in the department/status tree* or on a pop-up alert takes the user directly to the corresponding page in the help desk, reducing clutter and delays. InstaAlert enables prompt, effortless ticket management.

Vision Helpdesk has similar Smart Vision Alert System

Vision Helpdesk provides Web-Based Alerts and Desktop based alerts too.

Smart Vision includes all basic features that Kayako Insta Alert provides. Smart Vision is one step head and it also integrates Scrap Book system from Vision Helpdesk to receive and send Scrap entries (that serves communication channel amoung staff’s or admin and staff).

It also enables users to manage email queues and check which queue has received new tickets etc.

To be competative its good to adapt the latest support service trends.