01. Prioritize requests and incidents
02. Delegate tickets based upon expertise
03. Track and monitor response and resolution times
04. Improve the customer experience
Streamline procedures for better productivity through automation and data repositories that allow you to easily identify recurring issues to tackle them head-on. The customer experience is improved with an integrated knowledge base and self-service portal so that users don’t have to always rely on the service desk for simple tasks.
01. Promotes a centralized system of record
Eliminate the hassle of using spreadsheets or email inboxes while trying to figure out issues and their resolution processes.
02. Provides automated task management
Manage the processes like ticket categorization and prioritization, ticket routing, alerts and notifications, and ticket status management so that agents spend more time resolving actual customer issues.
03. Improves the customer experience
The customer support experience will improve with rapid incident resolution from a knowledge repository available to both the agent and the customer. The customer will have transparency into their ticket resolution status along with supporting documentation and FAQs
04. Enables prioritization of work
05. Drives staff accountability and training
06. Improves tracking and reporting
Let users raise tickets via email, self-service portal, phone, or in person. Track, prioritize, assign, and automate resolution processes to drive service desk efficiency.
Increase the level of control over requested services through a centralized fulfillment function. Provide quick and effective access to standard services and products increases support staff productivity.
Ensure on-time resolution by setting multiple SLA policies for task deadlines and automate escalation rules – based on different business hours or various types of tickets and ticket groups.
Offer multiple services for different departments through the user-friendly service catalog so users can place and receive requests in no time.
Enable users to look up solutions from the knowledge base even before raising tickets for their issues and let them raise requests directly from the support portal that can be customized reflect your brand's identity.
Keep track of all your IT and non-IT assets in stock or in use. Be it contracts, hardware, software, and other configuration items, evaluate their values, and plan purchases with up-to-date information of all assets.
Improve productivity by responding to similar requests with canned responses or knowledge base articles at the click of a button. Create solutions for your incidents and automatically convert it to articles.
Drive service improvement with built-in satisfaction survey that can be automatically sent to employees upon ticket resolution, and measure your efficiency based on the CSAT reports.
Stay on top of your daily tasks by viewing them from the service desk dashboard’s calendar view. Easily manage all that’s time-bound with automated notifications.
Measure the performance of your incident management process with predefined and custom reports. Identify bottlenecks, make informed decisions, and monitor agent or team performance.
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