Online Help Desk Management System
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.
Help Desk Management System
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.
Salient Features of Online Help Desk Management System
- Multi Department Communication
- Ticket Wise Communication
- User Management
- Export Functionality
- Ticket Management
- Incident Management
- Home / Dashboard
- Problem Management
- User Functions / Activities
- Change Management
- Post Reply / Change Status / Change Ticket Type from Incident to Problem or Change
- Issue Management (Post New / edit / delete / copy)
- Various Reports Including ROI Analysis
- Administrator Module
- SLAs & Escalation Management
Our Helpdesk solution enables the organization to reap significant benefits
- 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
Looking For Something Similar
A Customizable, Simplistic, Effective Solution to Ensure Finest of SLA-Driven Ticket Management, In a User-Friendly Manner
-
What is an Online Help Desk Management System, and how does it benefit an organization?
It's a web-based system that manages support tickets and service requests, automating the entire support lifecycle, enhancing efficiency, and improving customer satisfaction through systematic issue tracking.
-
What key functionalities does SPEC’s Online Help Desk Management System offer?
Key functionalities include online ticket creation, priority setting, SLA tracking, email integration, multi-user access, and MIS reporting for detailed issue analysis.
-
How does the email integration feature work within this Help Desk System?
With email integration, users can submit and manage tickets directly through email. The system automatically generates notifications to keep everyone informed on ticket progress.
-
Can the system prioritize and route requests automatically?
Yes, the system automatically prioritizes and routes requests to appropriate personnel, ensuring efficient handling of critical issues.
-
What customization options are available with SPEC’s Online Help Desk Management System?
The system offers customizable UI, functionality adjustments, and seamless integration into existing networks, supporting organizational growth and evolving customer needs.
-
How does the system support compliance with Service Level Agreements (SLAs)?
The system includes SLA tracking tools that:
- Alert staff about upcoming deadlines
- Generate reports for SLA compliance monitoring
- Help maintain high service quality by ensuring timely issue resolution. -
What kind of technical support can users expect from SPEC’s Online Help Desk Management System?
Users receive comprehensive support through both in-app resources and live representatives, along with a knowledge base for troubleshooting common issues.