Artologik HelpDesk

Artologik HelpDesk is a web-based helpdesk software developed by Artisan Global Media to streamline and automate customer support and ticket management processes. The software caters specifically to small to medium-sized businesses in various industries, including IT support and services, customer service and support, software development and technology, education and training, and healthcare and medical services.

Key Features

Global accessibility: Users can access Artologik HelpDesk from anywhere with an internet connection. They can log in and access the helpdesk portal using any web browser-enabled device.

Efficient ticket management: Users can create, track, and manage support tickets within the system. Tickets can be assigned to specific agents or teams for effective allocation and accountability. Additionally, the system allows for easy tracking of ticket status and progress, ensuring timely resolution and responses.

Seamless email integration: Artologik HelpDesk seamlessly integrates with email systems, facilitating smooth communication between customers and support agents. Incoming emails are automatically converted into support tickets, ensuring no customer inquiries are missed. Agents can respond directly from the system, and their replies are automatically sent as email responses to customers.

Robust knowledge base: The software provides a comprehensive knowledge base where users can store and organize articles, FAQs, and other helpful resources. Customers can utilize the knowledge base for self-service support, reducing the number of support tickets. Agents can easily access and share knowledge base articles, providing consistent and accurate information to customers.

Efficient SLA management: Users can set up and manage Service Level Agreements (SLAs) within the system. SLA parameters such as response time and resolution time can be defined for different ticket priorities or customer segments. The system automatically tracks SLA compliance and notifies agents of any violations, ensuring support targets are met.

Customizable workflows: Users have the flexibility to define and customize workflows based on their unique support processes. Workflows can be tailored to match specific requirements, enabling efficient ticket handling and resolution. Custom fields, statuses, and triggers can be created to automate actions and streamline support operations.

Comprehensive reporting and analytics: The software offers comprehensive reporting and analytics capabilities. Users can generate various reports to track ticket volume, agent performance, customer satisfaction, and other key metrics. The data can be visualized through charts and graphs, providing valuable insights for process improvement and decision-making.

Integration options: Artologik HelpDesk can be seamlessly integrated with other systems and tools such as CRM software or project management platforms. Integration allows for efficient data exchange and collaboration across different departments or teams. Users can streamline workflows and enhance efficiency by eliminating manual data entry and duplication.

Multilingual support: The system supports multiple languages, enabling users to interact with the software in their preferred language. This facilitates global support operations and enhances the user experience by allowing customers and agents to communicate in different languages.

Flexible user roles and permissions: Artologik HelpDesk offers flexible role-based access control. Administrators can define user roles and permissions, assigning different levels of access to agents, managers, and administrators. This ensures data security and privacy, with users only having access to relevant information and features based on their assigned roles, promoting efficient and focused work.