Our support solution begins with “Tier 0″ self-service support accessing an easy-to-search, web-based documentation portal. Here, we provide a basic package of knowledge base content with answers to common Yardi platform questions and issues. We expand or customize the content as necessary to meet your team’s specific requirements. Our support service solution integrates with a centralized “help desk” ticketing system with built-in email tracking and case history.
Our web-based help desk solution addresses items that need further attention. The help desk is tied to our support center solution. It can be accessed directly through the Yardi Voyager program or from your personal support center URL. The system uses email-based ticketing to log and track user issues from entry to resolution. Once triggered, our support staff will engage with your team to assess problems and determine solutions. Resolved case issues are recorded in the system upon completion to reduce repeat tickets.
The prioritization and escalation plan for your company is completely customizable. 33Floors will address only the case types you specify based upon your escalation prerequisites. Metrics, including monthly ticket and issue tracking reports, make it easy to see where your issues most commonly arise and help your organization better focus training efforts to decrease case volume and increase productivity.