As the first month of 2014 comes to an end, it’s out with the old, and in with the new, as NexSys introduces a much-improved ticketing system to log, track, and answer all of your support queries.

As part of a larger project to improve all helpdesk functions, the new NexSys Helpdesk Portal will be introduced in the first quarter of the year. As we continue to strive towards improvements in service and efficiency, the new portal will allow customers a number of new functions on top of their current offering from the Support Team.

Accessible from anywhere on the web, via computers, laptops, mobiles and tablets, the new Helpdesk Portal will allow customers to self-service their own tickets, in the following ways:

• Review open tickets – review the current status of you ticket(s), see when the last update was and which member of the support team is currently investigating your issue;
• Log new support tickets;
• Review tickets from multiple companies, where applicable.
• Upload files and add screenshots to existing tickets;
• Add comments;
• Close tickets;
• Download support statements in Excel format.

Coupled with the information currently available through our Customer Area, the thrust of this new system is to provide our customers with all the information they need with regards to supporting, administering and improving the SYSPRO implementation and use of all other NexSys products.

All existing methods of logging queries will still be supported following the introduction of the new Portal and subsequent new system, so all customers are still more than welcome to log their queries by phone if they wish!

There will also be a number of guides and helpful hints published along the way to make the migration over to our new methods as painless as possible.

If you are a current user of the NexSys Helpdesk, you will begin to receive further information in the coming weeks.