What makes Cynergy the Best Help Desk Web Software?
This was an important question that we asked a number of our clients, and instead of us providing the answer, we decided to let our customers speak!
When we were searching for the Best Help Desk Web Software in the marketplace for our company, we had several criteria that had to be met.
“T.J. Cannemela” CEO StormProMax Software
- It had to be integrated into our website so our clients would go to our website every time they wanted to launch a ticket. This was important to us for a couple of reasons, but primarily we wanted our clients to go to our home page so we stayed in front of them on a regular basis, and we wanted them to think that this application had been tailored specifically for them by us. Corporate Branding and first impression was paramount to our delivery of a help desk web software system.
- We wanted a help desk web software system that would allow our clients to submit tickets the easiest way possible. Problem was, we didn’t know which was best. The professional service people at Cynergy gave us 3 different methods that could work for our business. End user web portal, email submission, and custom web forms. We selected the end user web portal with a login installed on our website that made it extremely easy for our clients to submit tickets, yet gave us a very professional “branded” look due to the Cynergy personalized portal.
- We needed a way for our programmers and customer support people to be able to collaborate in order to improve communications between the two groups. I was so tired of having to referee dissension between the two groups. One group claimed they never “got the email” or the voicemail from the other group, no matter what the issue was. So we would spend too much time on project calls trying to dissect blame and appoint solutions. After Cynergy was deployed, all of that wasted energy and negative time went away. Now, a ticket is either posted, or not. If not, then blame lands on the proper doorstep, no discussion required. In fact, the subject doesn’t get broached since the person that failed to log it has egg on their face!
- It was critical that our help desk web software had a way to be able to escalate issues automatically if they did not get the attention that they deserved. Cynergy Help Desk Web Software had a “rules based engine” that automatically escalated tickets and notified the assigned people that the ticket had not been touched in a certain amount of time. And I could be copied on any email that went out automatically as well. Also, their rules engine had a automated survey sender that would send notification to our clients at the end of the month to give us feedback on how we were doing.
- Lastly, the help desk web software that we selected needed to have a powerful CRM module built in so we could customize and modify our information, fields, screens, and drop downs to fit our business model. We were so tired of trying to change or modify our business around the software, that it was simply refreshing to finally discover a help desk web software that could mold and shape around our processes. And the people at Cynergy were so helpful in understanding our business, that the rollout became a pretty painless process. My cup a’ tea.
T.J. Cannemela
StormproMax CEO
