Product | Features
Help Desk
  • Help Desk is a central point through which problems/issues are reported and subsequently managed/ coordinated
  • From a wider perspective, it is also seen as core part of the service function, responsible for bringing together multiple resources to address an issue
Why Help Desk?
  • To identify where each service request is in the resolution process and ensure no ticket slips through the cracks
  • Faster Response Times to problems that can cause substantial loss, both reputational and financial
  • To ensure delivery of measurable and quality service
  • To reduce cycle times
Features
  • Call Logging/ Service Request or Inquiry Entry/ Incident Reporting
  • Unique Ticket Number generation for each service request (Both internal and external service request entry)
  • Configurable Routing Rules
  • Service Request auto dispatch to appropriate department based on Routing Rules
  • Knowledgebase of past service requests and resolution procedures
  • Tracking Service Request status at every stage
  • Tracking tickets as project/ non-project tasks - Assigning tasks to users and tracking completion dates, costs, and time spent
  • Zero-latency notifications when ever ticket status changes
  • Queues for Functional Units and Wip-Bins for Users
  • Purge Procedures for Automatic Ticket Deletions
  • Service metrics and analytics
Benefits
  • Streamlined Help Desk
  • Increased Customer Satisfaction
 
  1. Helps restore normal service as quickly as possible
  2. Ensures that incidents and service requests are processed consistently and that none are lost
  • Higher Productivity
 
  1. Directs support resources where most required
  • Lower Costs
 
  1. Minimizes the impact of incidents on the business
  • Decision Support to optimize processes, reduce the number of incidents, and to carry out management planning effectively