Helpdesk

Enterprise Grade Service Desk
Request Management Software


A workflow Management Solution that Delivers ROI

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What is a Helpdesk?

A Helpdesk is a support system that provides support for customers and employees to address general inquiries, IT issues and Incidents. It usually serves as the first point of contact for customer service, troubleshooting and problem resolution.

Ticketing software is commonly used today, especially in the support environment. 

It is an easy way to create a report for a single customer, giving them a unique reference number & storing information needed. Such as their problem area, date, time & who has worked on the case whether it is one person or multiple.

Tickets

When a customer reaches out to the Helpdesk with an inquiry or an issue, a dedicated ticket is created to log the details and track progress. The ticket is updated with every action taken, ensuring complete visibility and timely resolution until the issue is fully addressed.

Cases

Helpdesks capture the information about a particular inquiry, an issue or an incident, and track the actions taken and the communications with the customer.

Support

Multi-channel support systems are available, such as email, web forms and phone – providing a unified platform to manage and resolve incoming inquiries.

Customer Portal

A web-based portal accessible to customers to submit tickets directly, access knowledge base articles, review FAQs, add additional inputs to, and receive updates on tickets.

Key benefits

Take an in-depth look at the benefits that helpdesk software’s can have to offer.

Centralized Issue Management

Helpdesk ticketing systems centralize the management of all support requests, ensuring that all issues are tracked and addressed from a single platform. This eliminates the need for multiple communication channels and provides a consolidated view of ongoing tasks.

Efficient Issue Tracking
        

Each customer or internal request is assigned a unique ticket, allowing for systematic tracking. This helps support teams monitor the status of each issue, update progress, and provide timely resolutions. Users can also track the status of their requests, promoting transparency.

Improved Communication
         

Helpdesk systems facilitate efficient communication between support agents and users. Users can submit requests, add comments, and receive updates through the system. This reduces the likelihood of information being lost in email threads and enhances communication transparency.

Automation of Routine Tasks
       

Routine and repetitive tasks, such as assigning tickets, categorizing issues, or sending acknowledgment emails, can be automated within the ticketing system. Automation streamlines workflows, reduces manual effort, and ensures consistent processes.

Prioritization and Escalation
                   

Helpdesk Systems allow for the prioritization of issues based on urgency and impact. They utilize Service Level Agreements (SLAs), to define expected timelines for responses and resolutions. SLAs often include escalation options to ensure that high-priority issues are addressed promptly.

Performance Analytics and Reporting

Ticketing systems provide insights into performance metrics, allowing organizations to analyse response times, resolution rates, and other key performance indicators. This data helps in identifying areas for improvement, optimizing workflows, and enhancing overall service quality.

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Enterprise Service Desk Management

Ticketing software is widely used by businesses and organizations to streamline the process of managing service requests, technical issues, and customer support inquiries. It provides a structured and efficient way to handle support issues from the moment a user submits a request until the issue is resolved and the request is closed, with necessary automation of workflow.

This diagram illustrates the life cycle of a service request, from its conception to resolution, highlighting the key steps, components and users involved in reviewing and resolving the request.


f.a.q.

You have questions. wE have answers.

Take a read through some of our most commonly asked questions about helpdesk software.

What is a CMMS, and how does it work?

A CMMS is software that helps organizations manage maintenance operations by tracking assets, scheduling maintenance tasks, and generating reports to optimize equipment reliability and efficiency.

Can a CMMS integrate with other business systems?

Yes, modern CMMS solutions integrate with ERP systems, IoT sensors, BMS (Building Management Systems), and helpdesk software to provide a comprehensive maintenance and support strategy.

Can a CMMS help with compliance and audits?

Yes, a CMMS records maintenance history, generates reports, and ensures that all maintenance activities comply with industry regulations and safety standards.

How does a CMMS help reduce equipment downtime?

A CMMS tracks maintenance schedules, automates preventive maintenance, and provides alerts for potential failures, helping to prevent unexpected breakdowns and costly downtime.