Author Archives: MetaCaseDesk

Manage Tickets in MetaCaseDesk via Email, Customer Portal, and Support Portal

MetaCaseDesk is a SharePoint-based ticketing tool, which businesses can run on Microsoft SharePoint server 2010 and 2013. It allows businesses to resolve their internal and customer issues on a daily basis. The ticket management process of MetaCaseDesk is simple. It starts when customers (or end users) raise tickets to resolve their issue, and ends when support users (support team) resolve those tickets. In the process, tickets get modified several times by customers and support users.

In a ticketing tool, ticket management is important for customers. In order to resolve the issues comprehensively, customers need to manage their tickets. MetaCaseDesk allows customers to manage tickets in three different ways, viz., email, customer portal, and support portal.

Let us see the details.

Ticket creation and updating via email: Customers can raise and update tickets in MetaCaseDesk via email. They can raise the ticket by sending an email to the support team, and they can update the ticket by resending an email to the support team on the existing ticket email threads.

Manage ticket through customer portal: MetaCaseDesk offers customer portal to the customers for managing tickets. Customer portal allows customers to perform many operations, such as ticket creation, tracking, updating, reopening, and many more. Customer portal also offers an interactive dashboard, which allows customers to analyze their existing tickets.

Support portal: Customers can raise and update their tickets through support portal, i.e. asking support users to do these tasks through support portal.

MetaCaseDesk is not just a ticketing tool, it is also an IT helpdesk, and a case management system. With its every license, businesses get personal training along with a user manual, and reliable customer support from experts.

To know more or to schedule a demo, please send us an email.

MetaCaseDesk offers Cross AD Authentication to Businesses

MetaCaseDesk is a cloud and SharePoint-based ticketing tool, Helpdesk application, and case management system. Small, medium and large sized businesses use it to manage their internal technical (hardware as well as software) issues in the form of tickets, on a daily basis. It allows customers (or end users) to raise tickets, and support team to resolve those tickets.

Customers raise tickets by using mailing service or online customer portal, and support team resolve those tickets by using online support portal. Both Customers and support team are given login credentials to access their portals and these credentials are stored in the local AD (active directory).

If businesses already have an AD, then their customers and support team can use it for accessing MetaCaseDesk through cross AD authentication. MetaCaseDesk offers cross AD authentication, which create trust between businesses’ AD and MetaCaseDesk AD using the ADFS (active directory federation service).

Here are some of the advantages of MetaCaseDesk cross AD authentication:

•  Cross AD authentication allows businesses customers and support team to use their existing login   credentials for accessing MetaCaseDesk.

•  It helps businesses to avoid maintaining additional login credentials.

•  Businesses don’t have to spend either time or money for new login credentials.

Apart from cross AD authentication, businesses can access MetaCaseDesk by simply creating new login credentials, using SQL, and third party tool integration.

MetaCaseDesk offers dozens of other quality features as well, some of those are as follows:

•  Customer portal for customers to create, track and manage tickets.

•  Interactive dashboard for customers for analyzing recent tickets.

•  Accessibility on Microsoft SharePoint Server 2010 and 2013.

•  MetaCaseDesk is available with on-premise and cloud deployment options.

•  24×7 technical support from experts.

•  Personal training with user manual with every license of MetaCaseDesk.

If you have any question regarding MetaCaseDesk, then please talk to our experts!

Merits of Creating and Tracking Tickets in MetaCaseDesk via Customer Portal

MetaCaseDesk is a cloud-based solution, which is accessible on Microsoft SharePoint Server 2010 and 2013. It offers three services to businesses, namely, ticketing software, IT helpdesk software, and case management system. MetaCaseDesk ticketing service provides many outstanding features, which let businesses to handle simple as well as complex technical (related to hardware and software) issues regularly.

MetaCaseDesk ticketing service lets customers (or end users) to raise tickets, and support users to resolve those tickets. It allows customers to manage tickets through email and customer portal. Let’s talk more about its customer portal.

MetaCaseDesk customer portal is an online portal, which allows customers to manage tickets through web browser. It provides many effective features, such as ticket creation, ticket tracking, ticket modification, managing multiple tickets etc.

Here are some of the benefits of using MetaCaseDesk customer portal to track and create tickets.

•  MetaCaseDesk customer portal provides ticket tracking bar on every web page, which makes ticket  tracking a lot easier.

•  Its tracking feature lets customers to check the status of multiple tickets, which helps them to resolve the high priority tickets.

•  It lets customers to track many numbers of tickets at a time.

•  If same issue occurs again, then customers don’t need to create a new ticket as it allows them to reopen    the existing ticket.

•  It is accessible on all leading web browsers, such as Mozilla Firefox, Google Chrome, Apple Safari,  Internet Explorer, and Opera. Moreover, customers can easily create and track tickets on all major devices, like desktop/laptop, tablet and smartphone.

MetaCaseDesk customer portal provides another important feature, known as interactive dashboard. Customers can use this dashboard to see tickets detail in graphical form, which they can use for analysis.

As mentioned above, there is another way in MetaCaseDesk, which customers can use to resolve their technical issues, it is emailing. Emailing lets customers to manage tickets through emailing service. One of the benefits of using emailing is that, whatever changes are done by the support users on tickets, MetaCaseDesk automatically sends their details to customers. Businesses can use popular emailing services to manage tickets in MetaCaseDesk. Some of the emailing services are Outlook, Gmail and Yahoo Mail.

MetaCaseDesk also offers support portal, which is used by support users to resolve customer ticket, assigning ticket to other users, knowledgebase etc.

If you have any question on this topic, then please talk to our expert