Helpdesk solution for managing task.pptx

helpdesk aplication

1. G ratika Helpdesk System

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3. Helpdesk System Helpdesk Ticketing is a system which help the company to manage the problem that submitted to the IT Solution by f orm of ticketing to control and tracing the problem solution.

4. Gratika Helpdesk Submit Problem Acknowledge Solve Problem Monitoring

5. Gratika Helpdesk Features Dashboard Ticketing Dashboard which summaries ticketing acivity. Contract Management Submit contract attribute as ticketing management role based. Ticketing Management Manage problem which submited to the system. Ticket Auto Escalation Make sure the ticket handled well by agent . SLA Management Control the quality of service level. SMS & Email Notification Monitoring of tickeing progress transaction.

6. Dashboard Dashboard ticketing help to summaries the ticketing transaction as pie chart which displayed all the ticket among that has been closed, still open or on progress.

7. Contract & SLA Management Contract Management are captured as based on ticket flow scope, here we can submit/input the serverity parameter also decide solution level. SLA Management Is configure based on serverity which use to determine of SLA which work of the ticketing which handled by agent level.

8. In contract module we also can register the contract period , agent level who register in contract. In this module we also can add the agent schedule day by day. Contract Management

9. Ticketing Management Ticketing Management is the main module to manage the problem/issue which submitted by customer, in this module control the quality of agent service by solving the ticket span of SLA which has been decided.

10. Auto Escalation Auto escalation is a services of helpdesk which cut the delay time to solving the ticket, this features will auto assign to the first agent level who stand by in that time.

11. Notification Support

12. Helpdesk Logs Ticketing System Log Email Log SMS Log

13. Why should we used? Efficient ticket system that lets customers track their open issues . Sometimes people just don’t feel like talking on the phone or communicating through email . Built-in knowledge base for storing helpful tips and articles Not only does this act as a great self-help resource for customers, but also a nice reference for employees as well. Ability to prioritize inquiries and route requests across the network to appropriate personnel departments . Flexible reporting, tracking and problem resolution tools . Web-based interface accessible from any computer with an internet or intranet connection . Seamless integration into your existing network environment.  When incorporating a help desk solution, there should be no need to reorganize your infrastructure . Scalable platform capable of meting 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.

14. Thank you