Ticket Support System

SpiceCSM HelpDesk brings best-of-breed Customer Service Management functionality to the SaaS model of deploying application software to both internal (corporate help desk) and external (outsourced) contact centers.

Case and Ticket Management

Provide your agents and service reps with the power to easily create, edit, update, and close customer cases and tickets. Each customer incident is logged under their account, allowing for a complete 360 degree view of the customer profile and history. With each custoemr contact, agents are able to identify and follow-up on past cases, even if they didn't service them prior.

CRM and Custom Fields

Whether you use SpiceCSM HelpDesk to manage the data or another third party system, all the appropriate customer data can be presented to your agents for a complete picture into the customer profile. Setting up integration with other CRM's and customer databases is easy with our simple to use API and integration layer.

Business Rules Engine

Automate tasks and processes to ensure the highest level of service without agents lifting a finger. Creating business rules is a great way to free up agent time. Business rules can be created to auto-send satifaction emails, update case statuses, create follow-up tasks, and much more. In conjunction with the Guided Process Workflows, they help to create a seamless process for service and support.

Guided Process Workflows

Don't just log and track customer cases, solve them. Spice HelpDesk comes with our innovative Guided Process Workflow technology to assist agents in diagnosing and solving customer problems. With a "best practices" approach in mind, your entire agent population is now armed with intutive power to solve customer problems.

Multi-Brand Approach

Today's customer service organizations are now responsible for not only one product or service, but multiple product lines or even multiple customers, especially in outsourced call centers. In order to keep all the knowledge and support processes separate from one another it's important to have a system that is able to manage each "brand" individually. By allowing each brand to act as its own support process, the customer truly benefits.