helpdesk application


Helpdesk Management Software

A quick and easy software for on-time query-resolution handling. An all-in-one hassle free solution for easy client and their query management.

The optimized helpdesk solution with multiple user types and extensive features.

Raise a Request / Incident / Change

Notification & Mail Alerts

Knowledge Base

Reports & Dashboards



It is a typical
Helpdesk Management Software
that streamlines the customer handling in regard to their queries, concerns and requests. This is a typical service desk that manages the incident tickets, service requests and change reports to help establish better and effective communication between the respective company and the ultimate user. This
Helpdesk Ticketing Tool
can easily be defined as the single point of contact between the service provider and the service requestors, with each minute detailing of the conversation at all levels.

The User Interface

Dashboard

  • On this single interactive window, the admin can see the precise status of the tickets in regard to the company. Trend of Total Tickets, Open Tickets, Escalated Tickets, Reports, etc. can be seen in the Helpdesk dashboard. It is essential for the
    Business Customer Relationship Management
    , that one stays all time updated of the service response status. Several quick actions can be triggered by seeing the information present on the admin dashboard. This dashboard ensures the on-time status reflection of all the service requestor’s tickets.

Master Creation

  • Admin creates the department, sub department masters and then accordingly generates the category, type, item (CTI) masters. The approval authorities and the Service level agreement time (SLA) can be easily customized on the basis of this CTI masters. For making this a comprehensive helpdesk customer service tool, several such provisions have been given. The admin through this feature also gives the specific permissions.

Employee Directory

  • As a master directory, the employee details are available for anyone to see. The admin gets the provision of adding, editing or deleting the entries from this database. This employee directory is created for the ease within the company, anybody who wants any information related to any employee can easily search in this list.

Escalation Matrix

  • Under this feature, the admin defines the hierarchy in which the work flows in any department. This matrix gives an overview of the approval and information circulation within any department. Admin creates this consolidated list of departments by defining the level wise escalation in it. As and when any ticket is not resolved within the defined SLA, then it is routed to alerts through this escalation flow.

Employee Registration

  • Any new employee who joins in the company must be registered in this
    Ticketing Management Software
    . The admin creates the employee’s profile and while creation he can set this person as the Key User as well. Key user term means, that the particular employee has been authorized to generate the Change Request in this helpdesk tool.

Approvals

  • The Tickets raised by the user go through the formal approval cycle. The foremost approval resides in the login of the super user. By updating the adequate remarks, and analyzing the details; super user either approves or rejects the tickets.

Ticket Generation

  • sIT helpdesk provides a user friendly interface through which the user can easily generate a ticket of any Request, Incident or the Change as desired. A formal flow of each raised ticket is defined within the system. For the incident tickets, this software results as the
    Issue Management Platform
    and for the change requests, it acts as the change management platform. Customized flow is well defined, step wise conversation details and remarks are recorded and SLA escalation alerts are also adequately set.

Reports

  • There exist multiple customizable reports in this customer helpdesk software. Reports such as total tickets, open & close tickets, escalated tickets, Reopened tickets, item or category wise tickets, etc. can be easily seen by the admin. He can see the details of the report as per department’s selection or even by the overall company aspect as well.

Knowledge base

  • This
    support helpdesk software
    comes with a knowledge base. The admin gets the provision of creating a master knowledge base, that will act as a pre-defined guide for the resolution of any Incident. He can easily edit and view the existing knowledge base and amend it as per the need. This will ensure a standardized and quick resolution of the known incidents which will eventually lead to quality resolution and output.

Notification

  • There exists the feature of on-time notification to the admin for any kind of Change Request or ticket allocation. This notification alert will help the admin to know immediately as to which ticket has been assigned to whom and at what time.

Approvals

  • The tickets raised by the user go through the formal approval cycle, as defined by the admin during Category, Type and Item creation. The foremost approval usually resides in the login of the super user. By updating the adequate remarks, and analyzing the details; super user either approves or rejects the tickets.

Employee Directory

  • As a master directory, the employee details are available for one to see. The super user sees the details of any employee as and when required. This employee directory is created for the ease within the company, anybody who wants any information related to any employee can easily search in this list.

Escalation Matrix

  • The super user can see the list of departments and the respective escalation flow of that particular department under this matrix. This basically shows the list of departments in which level wise escalation is defined. As and when any ticket is not resolved within the defined SLA, then it is routed to alerts through this escalation flow.

Dashboard

  • On this single interactive window, the super user sees the precise ticket status of his own department. Trend of Total Tickets, Open Tickets, Escalated Tickets, Reports, etc. can be seen in the dashboard of this
    Customer Ticketing Software
    . This dashboard ensures the on-time status reflection of all the service requestor’s tickets.

Ticket Generation

  • The super user can anytime generate any ticket as a Request, Incident or the Change Request. This
    Helpdesk Ticket Software
    provides a user friendly interface for the convenient ticket generation. A formal flow of each raised ticket is defined within the system as well.

Reports

  • There are multiple department wise reports that are essential for the super user to see and analyse. Reports such as employee wise Assigned Tickets, Total Tickets, Open & Close Tickets, Escalated Tickets, Reopened Tickets, Item or Category wise Tickets, etc. can be easily viewed by the super user.

Assigning to Other Dept.

  • In any of the
    Service Desk Ticket System
    , just like the sIT Helpdesk it becomes essential to forward the ticket to any other department. Therefore, this offers a feature to the super admin to assign the ticket to any other department with the defined SLA.

CR Handling

  • Just like the Request and Incident tickets, the super user can conveniently manage the change requests as well. From the step of approval to assigning to forwarding to the final review and closure, everything can be easily done by the super user in this
    Customer Ticketing System
    .

Knowledge base

  • The super user plays dual role for the knowledge base feature. He just like the admin creates, edits and views the master knowledge base and also gets the authority to approve the knowledge base that any of the user has created. This consolidated knowledge base acts as a pre-defined guide for the resolution of any Incident so as to ensure a standardized and quick resolution of the known incidents.

Notification

  • It is essential for the super user to be have the on time alerts of the overall Change Requests. So with this notification feature he can easily receive the quick alerts of the Change request that he receives, the pending and escalated CR, Requests or Incidents as well. With this the super user will get to know immediately as to which ticket has been assigned to whom and at what time.

Ticket Generation

  • sIT helpdesk provides a user friendly interface through which the user can easily generate a ticket of any Request, Incident or the Change as desired. A formal flow of each raised ticket is defined within the system. For the incident tickets, this software results as the
    Issue Management Platform
    and for the change requests, it acts as the change management platform. Customized flow is well defined, step wise conversation details and remarks are recorded and SLA escalation alerts are also adequately set.

Dashboard

  • The user can conveniently see the details of the tickets assigned to him as well as the tickets raised by him through the helpdesk. Status and details of Open, Close, Re-open, SLA breached, Yet to be assigned and several others are on-time visible for the analysis.

Reports

  • Several reports such as Total Assigned Tickets, Total Resolved Tickets, Open & Close Tickets, Status Wise Bifurcated Tickets, etc are easily available at the user login of the sIT Helpdesk software. These reports help is quick and convenient analysis for the user. It is essential to see the details of all the tickets, the reopened tickets, escalated tickets and several others. Therefore, sIT Helpdesk comes with the detailed reports provision.

Ticket Handling of Assigned Tickets

  • The actions as required for either re-assigning or closing the ticket lie in the portal of the user of this support desk software. The user can adequately open a ticket and take the desired action as per the ticket.

Employee Directory

  • As a master directory, the employee details are available for one to see. The user sees the details of any employee as and when required. This employee directory is created for the ease within the company, anybody who wants any information related to any employee can easily search in this list.

Knowledge base

  • For the ease of the user and the quick resolution of the incidents, this service ticket management software comes with the pre-defined knowledge base. This constitutes the simple remedy steps of any incident. Along with just viewing the knowledge base, the user gets the special facility of creating the knowledge base as well. Any new entry created under this by the user will first go to the super user for the approval, post that it will be formally published in the knowledge base.

Notification

  • The user under this feature can see the quick alert of the ticket that has been assigned to him for the working. This notification provision will act as a support factor by immediately informing user about this action and hence delays and reminder can be exempted.
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