Helpdesk

Enterprise Grade Service Desk
Request Management Software

A workflow Management Solution that delivers ROI

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.

Helpdesk Software

Here is a simple example of how easy it is to submit a ticket whether its technical support or an account query. Once this example ticket has been submitted, you will receive an ID number & be able to track the progress and any response from the people involved in the task.

Note: This is NOT a real support ticket

Interactive Ticket Flow

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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 or urgency and impact. They utilize Service Level Agreements (SLAs) to define expected timelines for responses and resolutions. SLAs pftem include escalation options to ensure that high priority issues are address 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.

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

Here are some of our most frequently asked questions regarding High Availability

Is Helpdesk software easy to customize?

Yes, most Helpdesks allows you to customize workflows, set up forms, fields, templates and automation rules to match your organization’s processes.

Can Helpdesks support multiple departments?

Yes, they can be designed to handle service management across different departments like IT, HR, Facilities, and more.

Do Helpdesks have support knowledge base creation?

Yes! You can build a searchable knowledge base to help your team and customers find solutions faster.

Is there a self-service portal for end-users?

Yes, majority of Helpdesks offers a self-service portal where end-users can submit and track service requests, reducing the volume of support calls.