KEEP EVERY CUSTOMER REQUEST ORGANISED AND ON TRACK
Helpdesk Management
Manage customer enquiries, service requests and support tickets with Atom. Keep communication organised, track progress and turn requests into quotes or jobs when action is needed, giving your team a clear view of every issue from initial contact through to resolution.
Log requests.
Keep customers informed.
Get issues resolved.
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MORE THAN JUST SUPPORT TICKETS
Everything you need to manage customer requests
Atom brings together customer enquiries, support tickets and communication history, giving your team a central place to manage requests and keep customers informed. From recording issues and sharing updates to creating quotations and jobs, Atom helps ensure important information stays connected throughout the process.
These are just some of the key features available within Atom’s Helpdesk Management tools. With customer email notifications, internal updates and integration with job management and scheduling, Atom helps reduce administration, improve communication and keep service requests moving towards resolution.
Helpdesk Ticket Management
Record and manage customer enquiries, reported issues and service requests within Atom. Keep ticket details, priority levels, attachments and communication history organised, giving your team a clear view of each request and its progress through to resolution.
Customer Communication
Keep customers informed as their requests progress. When an update is added to a ticket, Atom sends an email containing the details and a link that allows the customer to respond with further information, without needing access to a customer portal.
Internal Ticket Updates
Keep internal discussions and information separate from customer communication. Add private updates to helpdesk tickets that are visible to your team but not shared with the customer, making it easier to coordinate actions and manage requests internally.
Purchase Invoicing
Record supplier invoices against approved purchase orders, ensuring every purchase invoice is linked to an authorised order. Scan or upload original supplier invoices, create part invoices when required and maintain supporting records for accurate purchasing administration.
Scheduled Invoicing
Simplify recurring billing for maintenance plans with scheduled invoices. Set the invoicing frequency and amount, then choose whether invoices are automatically sent to customers or created for manual review and sending, giving you flexibility over ongoing billing arrangements.
Accounting Software Integration
Export invoice information from Atom to supported accounting software packages, reducing duplicate data entry and keeping records consistent. Invoices are automatically marked as transferred once exported, while payment status can also be recorded within Atom to help maintain accurate invoice records.
From Ticket to Quotation
Turn helpdesk tickets into quotations when additional work or pricing approval is required. Keep relevant customer information and request details connected, helping your team prepare accurate estimates without unnecessarily repeating administrative work.
From Ticket to Job
Convert helpdesk requests directly into jobs when work needs to be carried out. Keep the original request information connected to the job, allowing your team to move from the initial enquiry to scheduling and completing the required work.
Job Scheduling & Progress
Manage work created from helpdesk tickets through Atom’s interactive scheduling calendar. Assign jobs to engineers, manage appointments and keep track of progress, while engineers use the Atom Site Engineer mobile app to access job details and record work completed.