WiHelp
One support queue
Requests from different channels get a number, a state and a responsible team.
All Wi products
WiHelp
A request no longer gets lost between people
WiHelp receives the request, sets its priority, assigns an owner and records the resolution. Support sees the queue and the history, and the user knows what is going on.
Support and requests
- Requests
- Priorities
- Owners
- Resolutions
What it does
Clear deadlines and priorities
Criticality, service rules and time control help not to miss what matters.
Resolutions become knowledge
History and standard answers feed the knowledge base instead of a repeated investigation.
How it works
01
Registers the request
Accepts a request from a user, an employee or a connected system.
02
Routes it into work
Determines the topic, the priority, the queue and the person responsible.
03
Records the resolution
Keeps the correspondence, the actions, the outcome and material worth reusing.
Where it is used
Internal support
Employees send requests to IT, HR, facilities or other services.
Customer service
The user sees the state of the request, and the team sees the customer history.
Partner network
Requests are distributed between support lines and organisations.
About the product
Which requests does WiHelp accept?
Internal and customer requests, incidents and other enquiries arriving from connected channels.
Can priorities be set?
Yes. Requests have a state, a priority, a queue and an owner.
Is there a knowledge base?
WiNotes materials can serve as the knowledge base and as standard resolutions for support.