Request Management & Tracking
Adapt Help Desk solution, built on SharePoint and Office365 helps companies to setup internal help desk to manage employee issues centrally. Businesses face regular issues and employees need a platform to report and address these issues. The issues could be of any type such as functional, operational or technical and could be for any department. Adapt HelpDesk Service Ticket Management Add-In enables employees to quickly raise or report a new service request and enables employees to track the ticket in real time. The automated solution helps streamline and optimize operations which results in providing timely resolutions to the service requests raised by employees and eventually leading to greater employee satisfaction.
Helpdesk Service Ticket Management Add-In, also helps top management to know the response time of each department to address internal issues. Help desk software by Adapt is a transparent system for managing employee issues not just related to IT but by all functions within your organization. Help Desk by Adapt is designed for SharePoint on premise and Office 365 users.
Auto Routing
New ticket is auto-routed to the concerned location and department based on the Helpdesk Service and Sub-Service Ticket type workflow. The concerned ticket coordinator can either self-assign the ticket or assign it to their team member. He/she can even decide whether they want to send the ticket for approvals. User can send the ticket up to two level of approvals. The issue can be prioritize based on the severity of the service type reported. Define the service/sub-service type, location, departments and coordinators by yourself to automate your routing process.
Helpdesk has implemented auto routing in a way that system will automatically send the ticket to the coordinator of service/Sub-service. For example: If an end user selects a service let say Service “X”, then the request will be route to coordinator of Service “X” for this request type and then the coordinator can route the request to team members or can resolve the same by itself
Now, if an end user selects Service Types, let's say Service “X” and then he/she selects sub service type of Service “X”, let's say Service “Y” for which coordinator is defined, then the request will be routed to the coordinator for sub-category of Service “X” i.e. to the coordinator of Service “Y”. The sub-service coordinator may assign the task to team member or can resolve the same by themselves.
If the coordinator for sub-service is not defined, then the ticket will be enrooted to the main service coordinator.
Service level Agreement and Escalation
A service-level agreement (SLA) is a contract between a service provider and its internal or external customers that documents what services the provider will furnish and defines the performance standards the provider is obligated to meet.
Our helpdesk enables the end user to create SLA on Services and its sub-service type. User are facilitated by helpdesk Service ticket management to create the SLA for each Service and sub- Service type on the basis of priority. For example: if Service Type “A” is registered then the Service Provider can decide that what will be the SLA of this Service when registered as critical. Similarly, he/she can decide the SLA when the ticket is logged-in as High/Normal/Low.
Once the user decides the SLA of any Service or Sub-Service, he/she can even define the escalation matrix for the same. Helpdesk Service ticket management system enables users to create 5 level hierarchy of escalation and simplify recurring escalation as well. The SLA/Escalation for the main service can be inherited by system for SLA for sub-service of a particular service, if not defined explicitly.
TAT compliance
In general, turnaround time (TAT) means the amount of time taken to fulfill a request. Helpdesk service ticket management system will facilitate its users to track the ticket from the moment the ticket is logged-in the system till the time of actual resolution. System enables the end user to track the action taken by each stakeholder (Coordinator/Approver/Assignee) and the current status. This transparency enables end user to monitor the request in real time. If any request goes beyond the TAT compliance, it enables the management to monitor the performance of different offices and different departments throughout the company.
Performance Dashboard
Helpdesk offers three different and interactive dashboards:
1. Management Dashboard and Reports Management Dashboard is visible to only Management Users of Help Desk App. Management Dashboard gives a quick view of your Organization’s ticket status and a report for a selected time frame. Management Dashboard will display the ticket’s status for all the service types along with all the associated Departments, Office Locations and User Types (Initiator, Coordinator and Assignee (Team Member)
2. Coordinator Dashboard Coordinator Dashboard is visible to only those users who are mapped as Coordinators for all the Service Types. In case any user is not mapped as Coordinator, then he will not have access to Coordinator dashboard. Coordinator Dashboard will display the status for all the tickets associated to his service types. Further similar to the management dashboards various parameters can be selected to see the reports.
3. Assignee Dashboard and Reports Assignee Dashboard is visible to only those users who are mapped as Team Members for all Service Types. In case any user is not mapped as Team Member, then he will not have access to Assignee dashboard. Assignee Dashboard will display the status for all the tickets associated to his service types. Further similar to the management dashboards various parameters can be selected to see the reports
Mobile
Helpdesk Service Management System is responsive in nature. You can access the application anywhere from your mobile browsers. The applications support ios and android browser on any mobile device.
Enroll for Free Training Need More Information