You can connect our system to your existing mailboxes and create tickets directly from the incoming emails. Incoming emails are checked automatically by the system and every incoming email is converted into “a ticket”. Within our system is a list of tickets matching to the list of emails you have in your inbox with all the content and attachments included.
The Rules Dispatcher function will automate the processing of new applications and align any necessary ‘rules’ for submitted requests.
System personalisation is possible. For instance, the Service Desk domain name can be used: http://helpdesk.yourcompany.com. Users can also replace the logo in the system header and put theirs. It is possible to completely change the colour of the Service Desk system to a desired one. Thus, the user-facing system will be unique and can be adapted to the needs of the user.
Knowledge is one of the most important resources of any company. Store and accrue it! This will help you reduce the number of external requests, because the answer to a vast amount of questions can be found in the Knowledge base section. It is advisable to keep internal information including direction/advice, experience and solutions in the Knowledge base section to build the resource into one that is invaluable for determining an appropriate solution to a problem that has previously been solved!
The adaptable nature of the Service Desk provides users with the ability to tailor its functionality to individual needs through functional API. For the integration of the system into the customer’s portal, nothing could be simpler than the API where you can work with users and requests from your system. Customers can expand the functionality of other related information systems, and, if necessary, synchronise the data.
A pivotal part of the Service Desk portal system is to handle incoming requests and orders. Therefore, our user-friendly system is created with the user in mind to ensure this process is timely and results in effective issue resolution.
Mechanisms have been developed in the system to enable analysis and reporting of labour costs pertaining to requests. When a request is completed, each staff member is to make a note on the time spent on the request. The Service Desk internal manager has the ability to analyse time spent on specific requests, as well as time spent by staff members on a specific customer. It is therefore possible to analyse spent time by a particular staff member.
The Service Desk system was originally created as a series of modifiable ‘modules’. With building the system in this way, it was then possible to build in the control of access rights. Managing access rights is carried out by creating ‘user groups’.