Helpdesk Automation

Our Workflow based Help Desk Ticketing solutions is available on SharePoint O365, ASP .NET and mobile. The solution allows ticket to be raised by internal employees, customers and even help desk staff to raise support tickets. With proper permission, the help desk staff can manipulate data and assign the ticket to any field technician, while user who raised support ticket has permission to search for their open tickets and check status. Open tickets can be routed using workflow. Report dashboard can allow managers to view current support tickers.

The solution captures all the internal and as well as statutory document related to new joining and also employee being relieved and stores them in a document repository for easy access and retrieval later. All the stakeholders including the employee whose joining and FnF is being process are involved in the process. All the actions taken along with comment from various stakeholders are logged into the system there providing complete transparency and accountability in the process. The solution also provides for creation of customized feedback form or survey from the employee joining and also from employee being relieved. This capture the feedback from the employee regarding their experience in the complete process and to ascertain the satisfaction level which can then be used to improve the process.

Key Features

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Automate Helpdesk using Workflow

mplement Workflow enabled Helpdesk Automation by incorporating predetermined If, the capabilities with specific rules based on tickets category, departments, importance of customer and etc. This helps in significantly reducing the ticket response and resolution time.

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Categorize and Prioritize Tickets

The solution allows every incoming Ticker to be automatically categorized and prioritized based on the SLA and even assigned to the right support agent of support group within the team automatically even before the agent logs in.

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Document Communication with Users

Complete user communications can be documented into the system which includes emails send and received and also any specific document can be uploaded into the system at every stage –when request is received, escalated, or closed out; thereby bringing complete transparency.

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Time Based Action with Escalation

The solutions allow time based rule to act on a Ticket which can be triggered on a specific time and send e-mail based notification. The Ticker gets escalated and assigned to next in hierarchy if the no action is taken as per defined rules.

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Build Support Knowledge Base

Our solution helps you build knowledgebase; specific to all categories on support tickets; helping both the support desk and IT service desk search knowledge bank to create incidents and assist in resolving them based on previous experiences. This also help in providing consistent answers to FAQs.

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Automated Alerts and Notifications

The solution provides for generation of automatic email notification and alerts for specific tickets or predefined task related to Tickets raised, action taken, tickets closed and etc. to a specified user, a selected role or group. This can be further extended to SMS based alerts.

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Survey and Feedbacks

Create customized surveys for customer and internal employee on Helpdesk to understand how your IT teams are perceived and identify areas of improvements. The response can be linked to service records and create a history trail that will help analyze issues and identify areas of improvements.

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Automated Response

Create an automated response with pre-formatted replies which helps eliminate the need for the agents to type the same replies again and again. With placeholders for dynamic content each reply can be customized for a tickets based on customer, type of tickets and etc.

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Analytics Reports and Dashboards

Analytical Reports with role-based Dashboards provide the real-time information to monitor service delivery, quality and commitments of your SLAs. We can develop customized reports which provide a single view of operational, financial and productivity metrics for each support staff to see how they are meeting their performance goals.

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Mobile Integration

We can customize the solution and make it available on mobile devices and tablets. This helps in increasing the mobility of the customer and internal employees, field support technicians and help desk staff.They can raise tickets, access incidents and assig them from their mobile devices on the go.

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Centralize IT Asset Management and Discovery

Wecan create a customized Asset Management solution to automate IT assets and inventory management which can keep track of the hardware and software assets in your IT infrastructure. You can discover and obtain asset information like host name, model, serial number, software installed and link them to service tickets.

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Complete Ticket History Trails

Our Solutions ensures that all the activities are captured into the system with complete history trails giving complete insights into who did what, when and where. Modifications are logged with record of every user data changes ensuring trace into every changes.