Case Management

Helpstream's powerful Case Management module provides the business process automation features required to effectively manage case workflow. The module supports case assignment, resolution tracking, escalations and more-all in an interface that's simple and fun to use. Because Helpstream is web-based, it can easily be accessed from any location, by employees, outsourcers and business partners alike.

A highly advanced business rules engine, email integration and integrated reporting capabilities give customer support organizations the tools to effectively manage, monitor and report against the business objectives of the organization, including those related to community collaboration and self service.

Drag & Drop Interface

Assignment of new tickets is intuitive and easy with Helpstream's drag and drop interface. Simply drag any ticket to an agent's avatar or photo, and the ticket will automatically become part of their assigned cases. Photos of agents may also be used to provide a more personal interaction between agent and customer.

Guided Self Service

Agent and customer interactions, including email communication and Helpstream Interactive Checklist assignment and execution, are captured in an innovative conversation format that allows agents to lead customers through the solution process as they need help. All interactions, assignments, emails and notes are automatically captured and displayed for each case.