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Customer Training DeskCenter Professional 2008
Date: 02.06.2008 - 14:50
Category: Customer Training
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Helpdesk

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To judge processes on one hand and to follow them on the other, a good documentation of workflows is necessary. This is covered by the helpdesk module. It is a working tool and an instrument for controlling at the same time; this means it is a tool that can access the data of users and assets directly. The helpdesk system detects service queries of users and serves for the creation of work orders for the service staff. Thereby, also periodic events can be handled effectively and the resources are released earlier. All participating parties in the event can be integrated into the process chain. The efficiency of the support is increased. You can also evaluate the quality of the service and make room for improvements.

Features Overview

Managing user tickets and work orders
Service Management to manage appointments of employees
Web console for the management of user problems
Integrated Knowledge Base for helpdesk user
Web console to access Knowledge Base for user
Direct creation of tickets for users, systems or components
Ticket history for a component/system
Extensive system for the creation of email templates and for sending email information
Evaluation of support costs
Extensive function for data export and reporting
Open SQL interface to connect third-party systems

Escalation and Workflow templates

Requests or issues that are registered automatically or sent by the user can be classified directly. The categories trees can be defined by the customer depending on the infrastructure. The helpdesk not only supports the registration of requests or issues, but also helps to manage attached files or work processes. Additionally, it offers the possibility to balance cost and time expenditure for tickets to cost centers.

In the case of escalation, the minimization of damages and a quick trouble shooting is very important. For this, the DeskCenter Management Suite provides a feature within the helpdesk to define workflows and escalation processes. Altogether, the helpdesk module offers multiple options to create templates for tickets and emails.

Generate tickets

Tickets cannot only be created, they can also be linked to users, systems or components. Several tickets for groups of users or assets can be created with one mouse click. The end user has direct access to a web interface to report problems, using the Windows authentication.

Ticket procedures

The number of intermediate steps in the process of a ticket is not limited. For each step, time efforts and costs can be added. The aim using a helpdesk solution is not only to solve concrete problems but also to evaluate the work performed by the support team. For that purpose, an analysis of procedures and appointments can be carried out.

Knowledge Base

The knowledge about actions and issues of individual helpdesk users can be passed to the whole team. Also this information should be available to end users. Therefore, it can be published in the Knowledge Base. This strengthens self-help and provides the user with competences. The amount of requests with common problems will be reduced. The helpdesk offers the possibility to get back to already acquired solutions. Tasks and solutions can be exported directly from tickets. Users will be presented with selected solutions in a web console.

To find solutions for problems faster, it is possible to search the knowledge base out of every ticket dialog and import solutions into the ticket directly.

Service Management

The Service Management supplements the helpdesk module with a calendar and a scheduling module for helpdesk users (group schedule). Appointments for service members can be created and linked to systems, components, tickets or users. Repeating appointments can be managed as recurring events. All operations belonging to one asset can be evaluated specifically. This brings more transparency and effectivity into the work routine. The calendar can also be synchronized with the local MS Outlook, either unidirectional or bidirectional.