Features at a glance

• Web-based interfaces
• Trouble ticketing
• Knowledge base
• Overdue ticket escalation
• SLA (Serice Level Agreement) enforcement
• E-mail notifications
• Automatic e-mail importing

Benefits at a glance

• Reduce staff workload
• Increased staff productivity
• Increased customer satisfaction
• The client has a standard way of reporting helpdesk issues
• The client builds a helpdesk history that will help establish and identify problem areas with equipment, training etc
• The client can have confidence that each issue has been logged and is being dealt with
• The client should receive better service, and have issues resolved in a timely manner
• The client can gain access to on-line knowledge base information for "self-help"
• The client can use the internet to log their own jobs, or check on progress
• The client will receive automatic email notification about status of their helpdesk job
• Central database of client details, helpdesk history and resolution tools
• Action log to record every event in a helpdesk job history
• Structured workflow for all helpdesk activity
• Automated escalation tools to assist in timely support
• A way of enforcing staff to use a specific workflow
• An automated way to apply service level agreements
• An automated way to perform helpdesk escalations
• Statistical and trend reports to identify problem areas and increase helpdesk efficiency
• Provide better service to clients