- Do you need to refine the record of reported service requests?
- Do you need to monitor and report SLA compliance to your customers?
- Would you like to make easier work for your technicians and specialists, so they can concentrate more on their work?
- Do you want to have a solution that requires no major investment in new hardware or software?
- Do you need to reduce the internal cost of ICT?
If you answered yes at least once, right there is our service - the Service Desk.
Our solution is based on the implementation and setttings of "Open Ticket Request System" according to your needs.
The system allows:
- record and manage the life cycle of user requests and incidents of ICT technologies and services;
- the requirements entered via a Web interface or sent by email messages are stored in queues;
- users and staff members access to service at the queues is controlled by access rights;
- requirement changes are recorded from the time of entry until its closure;
- set the conditions for sending automatic alerts to submitters and resolvers when there are changes in excess demand or time limits;
- assign priority or time limit to individual demands at which the requirement have to be resolved;
- at each step of processing demands record expenses that were incurred in that step.
The system allows the queuing of requirements, the distribution of a single request into two or setting up a parent-child relationship.
If you have an interest in this issue, do not hesitate to contact us at sales@komix.cz .