Our Service Desk Platform’s Major Functionalities
Creating ticket from various channels: CSR portal, End Customer Portal, Email, and APIs.
Creating various types of tickets: External, Internal, Provider, Partner, System tickets.
Defining a support organization structure and assign different users within your organization across these departments.
Rule driven ticket assignment and priority selection, with auto-assignment to specific department based on issue type.
Ability to create sub-tickets or child tickets to create sub-tasks and assign them across different users / departments.
Ability to clone an existing ticket to create a new ticket.
Email based ticket creation / updating where an end customer can create ticket / update tickets using emails instead of logging into a portal.
Notifications to let end customer / user know about various aspects of the tickets like assignment of ticket, updates, ticket state changes, etc.
Strong integration with CRM to reference customer data.
Strong integration with BRM to use ticket timelog data for creating charges.
Easy access / management of tickets
- Update department, owner, priority, status
- View audit trail of updates, changes
- Capture timelog of field tasks
- Convenient filters to get ticket by status, timeframe, department, etc.
- Ability to add watchers on tickets to let special user monitor key tickets
Don’t Take Our Word For It. Read What Our Customers Say
OneBill streamlined the payment collection process, multi-level partner management, and reseller commissioning of NEC.
OneBill’s internal tax engine helped Unitas Global with huge savings and OneBill MLCM allowed them to create multiple locations to support different currencies as well international taxation.
OneBill eliminated the manual process completely by implementing the usage-rating engine to calculate the revenue share for each of the property owner.