Helpdesk

Helpdesk module is a centralized solution for logging the calls and complaints, establish job priorities, generate work orders, assign, track the progress of work, close and intimate and generate various reports. Help Desk Software facilitates to manage Work Orders from submission to resolution and ensure delivery of service that is measurable

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• Case capture of Calls via Phone, Email, Web application, Mobile Application (Andriod,iOS)

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• Multi Desk Supported

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• Auto reminders and alerts

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• Create Employee Database with importing facility

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• Auto-response email after the complaint / request is captured where Mail ID is available

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• Auto-response email on closure of the Call

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• Building wise SLA configuration

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• Call Allocation Matrix- Building Wise, Company Wise, Entity Wise, Business Wise.

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• Document attachment with email enabled

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• Marking copies of the email enabled

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• Automatic selection for case assignment to the concerned department / staff

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• Escalation Matrix enabled

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• Postponement Approval Matrix enabled

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• Customer self-service (Helpdesk staff would be able to give some online help to users)

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• Automatic discovery/reporting of workstation configuration

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• Performance Metric analytic

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• Facility Benchmarking and service delivery evaluation and comparison

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• Service availability prompt