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- Web Ebabled
- ServiceDesk being a 100% web-based solution, it enables end users to submit support requests (trouble tickets) from anywhere, anytime using just a browser.
- Self-Service Portal
- End users can use the self service portal to submit new requests or check the status of their open requests.
- 24x7 Real Time Access
- Service Desk allows the end-users a 24x7 access to the portal resulting in permitting them to view the status of their request/ticket at any point of time since it being raised to it being closed.
- Quickview – Dashboard
- The portal provides a quickview of the status and priority of requests/tickets raised by the end-user. By default the priority for request/tickets available in the portal is – High, Medium, Normal and Low.
- Complete History of Request
- Complete change history of a request is maintained to facilitate audit processes. The users can also lookup a history of requests from a particular workstation to identify workstations with chronic failures.
- Help Desk Reports
- The user can get complete reports on Help Desk load, technician performance and SLA violation.
- Technician/Support Group Notes
- Technicians/Support Group can add notes to the request to add related information like action taken.
- Notify Technicians/Support Group/End-User
- Automatically notify technicians/Support Group/end-user via email when a new request is assigned to them.
- Automatic Escalations
- Escalate requests to different support reps within the staff and notify managers when cases are not resolved within specific time limits.
- SLA Measurement
- Create User, Department, Priority or Category based SLA rules and ensure compliance as well as allow measurment of problem resolution against the set SLA criteria.
- Change Management
- Service Desk helps track the changes in a request made. This portal allows the end-user to know the status, monitor and manage the request through various stages that it goes through prior to being closed.
- Resource Management
- This portal also helps in management of resources by the Technicians/Support Group. The reports available in Service Desk and the tabular view of the requests, enables the managers to view work allocation done for the team members. Depending on this they can align their resources to ensure efficient and effective request management.
- Keep End Users Informed
- Automatic email response to requesters – end users - on request creation and closure.
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