Help Desk Management

Help Desk Management System

It is designed for use in organizations where a team of IT support uses a shared inbox to resolve the requests of the whole organization’s staff from multiple departments.

It can accommodate organizations with independent, mixed, and hybrid department structures.

Purpose

The Help Desk System improves organizational efficiency by creating a structured approach to issue resolution. It allows for better communication between end users and different departments (e.g. IT, HR, procurement, building-maintenance etc).

It ensures that support operations are more organized, responsive, and offers transparency into the status of requests, and reduces downtime by providing timely support leading to improved user satisfaction and operational efficiency.

Methodology

As a query is initiated through any internal or external system (ERP, email, website form, app, etc.), it is automatically assigned to one of the agents with a predefined deadline that ensures that the request is resolved within that time frame.

The philosophy of making someone responsible and resolving the problem within a time frame is applied in all departments across an organization to provide first-class support to organizations’ employees and the people they are serving.

Benefits

Centralized Support Management
Automated Ticket Creation
Automated Ticket Assignment
Advanced Controls for Automatic Ticket Routing
Enhanced Staff and Customer Satisfaction
Detailed Reporting & Analytics
Collaboration Tools
Most sophisticated yet the easiest to use.
Handles all internal departments.
Task Management Integration
Incident and Problem Management Integration
Knowledge Base Integration
Supports Third-party systems and IoT Devices

It is designed to streamline the process of managing and resolving IT support requests within an organization. It acts as a central hub where users can report issues, and IT support teams can track, prioritize, and resolve these issues efficiently.

Key Features:

Ticketing System

Allows users to submit support requests (tickets) detailing the issues they’re experiencing. Each ticket is assigned a unique identifier and can be tracked from submission to resolution.

Self-Service Portal

Users can access a self-service portal to submit new tickets, view the status of their current requests, and search a knowledge base for solutions to common issues.

Automated Workflows

The system enables the automation of ticket assignments, escalations, and notifications, ensuring that support teams can prioritize high-impact issues while reducing manual oversight.

Service Level Agreements (SLAs)

Supports the creation of SLAs, which define response and resolution times for different types of tickets, ensuring timely action on urgent issues.

Multi-Channel Support

Tickets can be submitted via email, web forms, or chat, allowing users to reach the help desk through the most convenient channel for them.

Reporting and Analytics

The system provides powerful reporting tools that allow administrators to monitor ticket trends, resolution times, and team performance, ensuring continuous service improvement.