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.
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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.
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