Your employees are your customers too. And they deserve the best service. Run your IT operations smoothly without the hassles of traditional IT service desks.
Hiver makes sure every email coming to your IT service desk has a clear status - open, pending, or closed. These emails can be easily assigned to team members with a single click, ensuring that every email has a dedicated owner so that no employee requests fall through the cracks.
We wanted a solution that would ensure that all the incoming emails were assigned to the right person in the right team. We looked at many solutions but none of them were functional or robust enough. Hiver just fits the bill.
What I really love about Email Notes in Hiver is the ability to do a quick global search and pull up the relevant internal conversations along with the email threads.
Hiver helps your IT team collaborate seamlessly on requests by keeping internal and external conversations clearly separated, yet in context. Instead of relying on email Forwards/Ccs, team members can write notes to each other for quick, contextual discussions.
Take the grunt work out of managing IT service requests. Automate repetitive tasks that eat away your
team’s productivity. Auto-assign emails to your team members in a round-robin manner. Automate
workflows based on predefined rules so that your team can
focus on what’s important.
We use Hiver’s auto-assignment to ensure no request is left waiting for a response for too long. We do this using round-robin to automatically assign support queries to available members of the team with zero manual intervention.
With Hiver’s analytics, I can see how the workload is distributed among my team. I can see which agent is doing well. I can identify the ones who need coaching.
Get deep insights into your IT service desk’s performance with visual reports. Create custom reports and measure how your IT team has been responding to requests. Collect real time feedback from employees with customizable customer surveys.
Assign emails as tasks to your team with a single click. Assign ‘Open’, ‘Pending’ or ‘Closed’ statuses to emails and track their status.
Write notes to teammates to have quick discussions, minus Cc/Bcc/forwards. Use @mentions to notify someone.
Prevent email duplication by receiving real time notifications when another user begins working on an email that you’re seeing.
Organize your inbox with the help of Tags. Find emails faster and perform bulk actions on them easily.
Shared inboxes you can create for your IT
team with Hiver
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