Helpdesk

Helpdesk

The process from request to resolution. Each request from the application or intranet creates a Helpdesk ticket. Every step, document and note is carefully monitored and the processing of the ticket includes its entire history. Flexible resolution or sorting rules and complex escalation schemes are our standard. Transparent communication is key, you can communicate between Helpdesk levels and with the end users.

Helpdesk

Helpdesk

The process from request to resolution. Each request from the application or intranet creates a Helpdesk ticket. Every step, document and note is carefully monitored and the processing of the ticket includes its entire history. Flexible resolution or sorting rules and complex escalation schemes are our standard. Transparent communication is key, you can communicate between Helpdesk levels and with the end users.

Solutions for communication and request processing

Assigning an agenda

Detailed structure of agendas, lines of support and associated teams for efficient request resolution.

Information in one place

All relevant data is captured in a single ticket, allowing downstream resolvers to quickly access essential information without additional communication.

Working with attachments

Integration with attachments – support for both directly inserted into the form and received via email.

Escalation and approval

Complex escalation and approval schemes with notifications of deadlines coming up.

Unlimited handling

Ability to freely forward tickets between teams and solvers within the organization.

Tickets collection

Ability to collect tickets from a designated email inbox (via MS EWS) or via an intranet form.

Real-time tracking

Complete overview of ticket resolution progress and audit trails.

Customized reports

Pre-defined and user-modified reports for reporting and analysis.

Solutions for communication and request processing

Assigning an agenda

Detailed structure of agendas, lines of support and associated teams for efficient request resolution.

Information in one place

All relevant data is captured in a single ticket, allowing downstream resolvers to quickly access essential information without additional communication.

Working with attachments

Integration with attachments – support for both directly inserted into the form and received via email.

Escalation and approval

Complex escalation and approval schemes with notifications of deadlines coming up.

Unlimited handling

Ability to freely forward tickets between teams and solvers within the organization.

Tickets collection

Ability to collect tickets from a designated email inbox (via MS EWS) or via an intranet form.

Real-time tracking

Complete overview of ticket resolution progress and audit trails.

Customized reports

Pre-defined and user-modified reports for reporting and analysis.

Use in practice

Luke arrived to work in the morning and found that the elevator was not responding to the push of a button. He created a ticket where he filled in the building, entrance and floor information. This ticket was escalated to building services who carried out an inspection of the lift. The check performed revealed that there was no electricity on the floor, which led to the ticket being moved further to the electricians. Electricians resolved the issue and the Team Assistant subsequently informed Luke that the lift was operational again.

Use in
practice

Luke arrived to work in the morning and found that the elevator was not responding to the push of a button. He created a ticket where he filled in the building, entrance and floor information. This ticket was escalated to building services who carried out an inspection of the lift. The check performed revealed that there was no electricity on the floor, which led to the ticket being moved further to the electricians. Electricians resolved the issue and the Team Assistant subsequently informed Luke that the lift was operational again.

Would you like to digitize this process in your company as well?

Contact us for more information.

Contact us for more information.

Check out our solutions for other processes

Check out our solutions for other processes

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Check out our solutions for other processes

Check out our solutions for other processes

Assets management

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