SPEC’s web based Online Help Desk Management System is an effective and efficient customizable framework that helps in building a web based ticketing system, which focuses on managing support and service tickets of organization’s products, services, internal maintenance issues and effective monitoring of Service Level Agreements (SLA) in a very crisp manner.
This easy-to-use, multi-user Requirement and Error Documenting tool, automates the complete support lifecycle of the ticket with functionalities like creating tickets online, attachments, description of work/problem/service, setting priority, tracking SLAs, communications; manage documents related to the ticket, Analysis and Approvals. Its visually appealing and intuitive UI / UX and MIS reporting / dashboards allow for an in-depth issue analysis and SLA compliance tracking. The system has email integration feature and one can generate ticket by sending email to a pre-defined ID, along with sending out email notification to all concerned.
How is SPEC INDIA’s Helpdesk Tool Useful in Managing & Tracking Tickets?
Once a ticket is created, the severity / priority is set (Critical, High, Medium, Low) based on the nature of the problem. Based on the priority and defined SLAs, the response time, resolution time and the deployment mechanism is finalized. The various status of ticket could be set as: Reported, Need Approval, Implemented, Closed etc.
Depending upon the domain of the organization, the features / modules required to implement in this system can vary. For e.g., if this is being implemented for an IT organization, the various ticket types could be Error, Change Request, Optimization Request etc.
This cross platform solution supports multiple platforms and Operating Systems on desktop, smart phones; tablets etc. with SLA based support metrics. It is completely in a customizable format, where certain required modules and features are already available. Our helpdesk ticketing system is fully customizable platform for best fit to medium to large organizations to incorporate their business specific requirements and without any compromise on desired features. Our license free model allows you to scale it up to any number of users under perpetual usage model.
SPEC INDIA’s 24 x 7 Support & Maintenance Activities leverage the utmost potential of this solution, while providing the best of services to our esteemed clientele.
Salient Features of Online Help Desk Management System
Our Helpdesk solution enables the organization to reap significant benefits like:
- Efficient ticket system that lets customers track their open issues
- Provision for colour coded ROG report
- Ability to prioritize inquiries and route requests across the network to appropriate personnel departments
- Flexible reporting, tracking and problem resolution tools
- Seamless integration into your existing network environment
- Web-based interface accessible from any computer with an internet or intranet connection
- Scalable platform capable of meeting your current needs with functionality that supports the natural growth of customer demands
- Quality technical support provided by resources within the application as well as prompt support from live representatives