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Time-based Escalation
Define rules for time-based escalation and service levels that specify required
response and resolution times based for different users, departments, and
companies. Define hours of operation and holiday support schedules for each
service level. Create escalation rules to automatically escalate priority
issues. Measure service-level compliance with SLA violation reports.
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Keep the e-mail conversation with the associated issue
Automatically add e-mails replied back from Users or Contacts to an existing
issue or ticket. Automatically or manually create tickets from new e-mails that
arrive into the POP3 mailbox.
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Mailbox Workflow
Define rules for automatically creating issues, linking e-mails to issues,
sending automatic e-mail responses, etc. Automatically assign, set status and
more from incoming e-mails. Set priority automatically to Highest for specific
VIP senders. Create rules for ignoring specific e-mails or SPAM messages so
they are not converted to issues.
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Search issues based on e-mail content
Increase productivity exponentially by unlocking the knowledge held in other
issues, using text search of issues or tickets based on text that was included
in related e-mails.
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Self-service View for users
Provide your customers or end users with the power to submit new issues, check
the status of pending issues and append new information. Do all this from the
Web, 24 hours a day, 7 days a week, allowing you to save on expensive support
calls. Combine Self-service with Knowledgebase Views for the most efficient
Service Desk.
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Web based E-mail configuration
Web based interface for managing incoming e-mails from different accounts,
rules and actions. Remotely configure your mail settings. Integrate with POP3
mail servers. Create rules and actions for getting incoming e-mail from POP
servers, convert messages to issues, link messages to issues, send automatic
replies, read receipts and more. Work with mail servers even if they are not in
the same local network.
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Automatically create new Contacts from the e-mail
If your Census or Service Desk allows users to submit issues without previous
registration in the system or in an Active Directory, you can take advantage of
the automatic creation of contacts from e-mails. Automatically or manually
create tickets from new e-mails that arrive into the POP3 mail box.
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E-mail Templates
Set standard responses and canned text for rapid responses to common questions.
Create your HTML or text templates and save time.
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Switch Web views
Switch Web views without having to log off and log on again.
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Activity Log
The Activity Log provides all the information about the actions taken to solve
the issue in a comprehensive and simple way, automatically keeping track of all
the e-mail communication. Readily available and conveniently displayed in an
integrated timeline, the Activity Log increases efficiency and reduces the time
spent in solving incidents and problems. The Activity Log eliminates the highly
inefficient task of going back and forth between applications to check
information about the issue and the correspondence with the customer or end
user (contact). With Vector Census, you have complete and simple access to all
the information about the issue, the contact and the correspondence in
chronological order, regardless of whether it was exchanged with you or with
other employees.
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Get Status Report by E-mail
Built-in auto-reply e-mail allows Users or Contacts to quickly check the status
of their issues in a simple way and without the assistance of support
personnel.
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Web views - Select choice list values from dialog
Single- or multi-choice fields populated from the tblUser table can now be
displayed in a searchable dialog. This is controlled by the Select from dialog
attribute of the single- and multi-choice fields in the Web View Editor.
