• Helpdesk Software
  • Support Desk
  • support desk software

Helpdesk Software & Knowledgebase

Helpdesk software module manages the work flow of registering, assigning & resolving all service requests and problems reported in a facility or an organization. The full history of actions taken, events, follow-ups, messages exchanged, response times and user feedback can be tracked via the system that helps in analysis and improvement of the helpdesk and call resolution functions.

Helpdesk Software – Key Features

  • Call booking via emails, self-registration, telecalls and BMS / BAS Alarms
  • Register problems, service requests etc.
  • Priority assignment based on nature of the faults
  • Assign, distribute and monitor requests
  • Self assignment by the operator
  • Escalation based on SLAs defined
  • Recording of all events throughout the life cycle of a call
  • Events & follow-ups
  • Exchange of information between job requestor and operator via message option
  • Raise, track and close Work orders
  • Record solutions and post in knowledgebase
  • SLA Analysis and breach notification
  • Call response analysis with minimum TAT
  • SLA Elapsed and closure time nearing SLA Alerts
  • FAQs, links, faults and solution history
  • Fully indexed data for fast searching
  • Simple and advanced search functions
  • Helpdesk call status dashboard
  • Incident / Problem / Change Management
  • ITIL compliance for problem, change and incident management
  • Improved customer satisfaction