NetSuite’s Help Desk feature offers a solution for managing internal support cases efficiently. This feature is designed to handle cases submitted and resolved by employees within the organization. Here’s how it works:
When a case is designated as a Help Desk case by checking the Help Desk checkbox in the case record, it signifies that the issue is an internal matter. This distinction allows help desk employees to easily search for or assign rules and territories specifically tailored for Help Desk cases.
One notable advantage of using the Help Desk feature is that it keeps these internal support cases separate from customer service cases. This separation ensures that the customer service reports remain focused on customer interactions, providing a clear and accurate picture of the customer support performance.
NetSuite’s Help Desk feature is a valuable tool for organizations seeking to efficiently manage and resolve internal support issues while maintaining a clear distinction from customer-related cases. By harnessing this feature, businesses can enhance their internal support operations and maintain the clarity necessary for effective customer service reporting.