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New Support Ticketing System Trialled At IT Solutions Company - At the beginning of March Gatenby Services Limited, an IT and Computer support company based in Wells, Somerset introduced a new support ticketing system as part of their programme of improvements to their support desk
New Support Ticketing System Trialled At IT Solutions Company

 

NewswireToday - /newswire/ - Wells, Somerset, United Kingdom, 2011/03/16 - At the beginning of March Gatenby Services Limited, an IT and Computer support company based in Wells, Somerset introduced a new support ticketing system as part of their programme of improvements to their support desk.

   
 
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The previous system was E:-based with a dedicated address for support for all service contract customers, however there was no central database to track support issues. This meant if an employee was away on a call-out all other employees could not track the progression of their particular support calls if needed. This also made it difficult to maintain an audit trail and analyse the history of support calls.

After a lengthy consultation process the decision was made to go with ZenDesk. Founded in 2007 by three men Danish men, ZenDesk is a web-based help desk software program with an elegant support ticket system and a self-service customer platform. Gatenby Services joins some of the worlds biggest brands in choosing ZenDesk including Adobe, Sony Music, Groupon and Lonely Planet.

The new system will enable all support requests to be logged and viewing by all relevant support technicians, as well as providing a central space for all query resolution. Support Engineer Brian Ely says of the new system “It means we can track requests accurately and respond to them much quicker than the previous system, which is what support is all about, resolving queries in a precise and quick way”.

The new system is very flexible, customers need only send an email to support[.]gatenbyservices.co.uk and a ticket will automatically be created for them. The programme also supports Twitter integration and the ZenDesk iPad application is already in heavy use by the support team outside of the office.

Gatenby Services (gatenbyservices.co.uk) offers complete computing solutions including consultancy, telephony services and website design packages. All engineers are Certified Microsoft Professionals with over 50 years experience combined.

 
 
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Written by / Agency / Source: Gatenby Services Ltd

 
 

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New Support Ticketing System Trialled At IT Solutions Company

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Publisher Contact: Kelly Mitchell - GatenbyServices.co.uk 
+44(0)17 4968 5152 kelly.mitchell[.]gatenbyservices.co.uk
 
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IMPORTANT INFORMATION: Issuance, publication or distribution of this press release in certain jurisdictions could be subject to restrictions. The recipient of this press release is responsible for using this press release and the information herein in accordance with the applicable rules and regulations in the particular jurisdiction. This press release does not constitute an offer or an offering to acquire or subscribe for any Gatenby Services Ltd securities in any jurisdiction including any other companies listed or named in this release.

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