Track, Prioritize & Resolve Customer Tickets

A multi-dimensional service where downtime of IT services and functions is reduced. As a matter of best practice, we use special softwares and tools for quick resolution of client’s immediate needs or technical issues. Recorded issues are tracked, and resolved along with guidance of IT infrastructure methodology to leverage the optimal performance of the organization.


Service Request

Tickets in the form of customer emails are converted and assigned to related groups. Rules are defined for automatic escalations purely based on severity and the requirement of business. We can integrate network and system management softwares into help desk for performance improvement.

Incident management, dashboards, custom web forms, action rules, SLA alerts, reporting, and change management features are covered in this category.

Asset Management

Discover assets located in your network and automate them with help desk management. Assets can be associated with help desk tickets. Assigned assets present in different locations could be tracked. Automate IT asset management and IT inventory management through help desk.

We cover asset discovery, hardware and software, reservation desk, incident history, end user ownership, warrant and lease alerts features.


Communication and Robust Knowledge Base Management

Two-way email correspondence align the way communication and management of end user tickets are being done. Also, we suggest our clients to save time and money by having robust knowledge base management to enable end user to solve recurring IT problem himself. Import knowledge base articles into web help desk for knowledge seeking.

FAQ articles suggestion, external and internal knowledge base, FAQ hot links, email notifications, SMS alerts, escalations, surveys, escalations and knowledge import are part of knowledge base management.

Ticket Integration and Task Management

Easily connect network and system management software and automatically convert tickets of users asking for network performance, availability, and application issues. Also, create and automate tasks linked with parent tickets. Manage repetitive tasks in ad-hoc projects with ease.

It covers service request fulfilment, communication and correspondence, service level agreement, account management, help desk management, approval or change management, and IT asset management.


Features We Offer

Some of the features our help desk offers are:

  • Tracking and reporting capabilities
  • Single Point of Contact (SPOC) for IT support
  • Problem management, also issue escalation procedures
  • Focuses on issues and incidents of end users
  • Database maintenance of all reported issues and actions being taken
  • Monthly, quarterly, or annually reporting of number of issues, response time, time consumed for fixing etc.
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