Lite Desk

· Ticket Creation: The process of generating a new support or service request.

· Ticket Prioritization: Assigns a priority level (e.g., Low, Medium, High) based on factors such as severity, SLA, or customer tier.

· Clone a Ticket: Allows duplicating an existing ticket for similar issues or recurring requests.

· Entitlements: Define the level of service a customer is entitled to, based on contracts or SLAs.

· Knowledge Base: A repository of articles, FAQs, and guides that provide solutions to common issues.

· Customer Portal: A web-based interface for customers to log tickets, track status, and access resources like the knowledge base.

· Customer Portal Significance: Enhances customer experience by providing transparency and ease of access.

· Customer Portal Features: Ticket submission and tracking.

· Ticket Classification: Categorizing tickets based on type, department, or issue severity.

· Duplicate Ticket Closing: Identifies and closes duplicate tickets to avoid redundant work.