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ServiceDesk Plus' Help Desk module enables end-users
to submit trouble tickets via a browser or through email.
It automates several key workflow tasks such as case routing,
acknowledging requester/technician notifications and handling
of SLA rules. As a result, your support organization can now
realize higher levels of productivity, keep everyone informed,
provide superior service, improve problem resolution times,
share knowledge effectively and keep end-users happy.
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Submitting a Trouble Ticket |
Features
Several Easy Ways to Create Trouble Tickets
Email to Request conversion
Automatically convert the emails sent to Help Desk into trouble
tickets.
Web Enabled
With ServiceDesk Plus being a 100% web-based Help Desk solution,
enable your end users to submit support requests (trouble
tickets) from anywhere, anytime using just a browser.
Network Generated Tickets
Automatically generate trouble tickets when network devices
fail. More on integrating
ServiceDesk Plus with an NMS
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SLA Management Report |
Complete History of Request
Complete change history of a request is maintained to facilitate
audit processes. You can also lookup a history of requests
from a particular workstation to identify workstations with
chronic failures.
Help Desk Reports
Get complete reports on Help Desk load, technician performance
and SLA violation. More on Help
Desk Reports
Holidays / Operational Hours
You can configure yearly holidays and operational hours for
your help desk. You can also create special Service Level
Agreements that override these operational hours in case of
emergencies.
Technician Notes
Technicians can add notes to the request to add related information
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Notify Technicians
Automatically notify technicians when a new request is assigned
to them.
Automatic Escalations
Escalate requests to different support reps within your staff
and notify managers when cases are not resolved within specific
time limits.
SLA Management
Create User, Department, Priority or Category based SLA rules
and ensure compliance. More on SLA
Management
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SLA Management |
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Knowledge Base |
Knowledge Base
Using the Searchable Knowledge base, both the technicians
and the end users can search for solutions to common problems.
More on building a Knowledge
Base
Self-Service Portal
End users can use the self service portal to submit new requests
or check the status of their open requests. More on the benefits
of having a Self-Service
Portal
My Tasks
Create follow-up tasks and never miss an appointment or forget
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Keep End Users Informed
Automatic email response to Requesters on request creation and
closure.
Flexible Help Desk
Add custom fields to the request form to capture information
specific to your business needs
Automatic Case Routing
Automatically assign requests to support reps based on the
type of request.
Workstation Info
Get complete hardware and software information about the affected
device directly from the request. More on Network
Inventory Management |
Administrator Console |
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