Helpdesk

DeskCenter Helpdesk ensures a good documentation of your internal workflows and helps you to evaluate and stay in compliance with defined processes. At the same time, it is a perfect tool for support and controlling. All information about employees and assets can be accessed directly.

DeskCenter Helpdesk detects service queries of users and supports the creation of trouble tickets for the service staff. Recurring events can also be handled effectively.

In order to increase the support performance, all departments involved can be integrated into the process chain. It helps the team follow the appropriate workflows and processes and provides the information needed to improve support effectiveness and desktop portfolio management.

Ideally, the Helpdesk should be used in combination with DeskCenter Realtime System Management, which offers a wide variety of useful remote functions. DeskCenter Service Calendar is another valuable extension for the Helpdesk. Using this, you can assign the appointments of your service staff directly to the associated Helpdesk tickets.

Escalation and workflow templates

Requests or issues that are registered automatically or sent by the user can be classified directly. The category taxonomy can be defined by the customer depending on the infrastructure.

DeskCenter Helpdesk not only supports the registration of requests or issues, but also helps to manage attached files and work processes. Additionally, it tracks cost and time expenditure for tickets and associates them with the appropriate cost centers.

Escalation capabilities help to ensure rapid resolution of even the toughest problems. The DeskCenter Management Suite makes it possible to define and implement workflows and escalation processes. It offers multiple options to create templates for tickets and emails.

Creating and linking tickets

The web console DeskCenter .Web offers two options for creating Helpdesk tickets: Users can create own tickets and access their ticket history; Helpdesk staff can create tickets for any user or system. To do so, the Helpdesk staff can use ticket templates and access all the information that is also available in the ticket center of the DeskCenter System Manager. According to the status, tickets are marked with different colors in the overview.

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 the web console DeskCenter .Web to report problems. DeskCenter .Web supports login via Windows authentication.

Ticket processes

You can collect any number of intermediate steps into a ticket process. For each step, time effort and costs can be entered. The aim using a Helpdesk solution is not only to solve problems, but also to evaluate the work performed by the support team. For that purpose, you can evaluate processes and appointments.

Knowledge Base

The knowledge gained from actions, issues and resolutions of individual Helpdesk users can be passed on to the whole team. Also, this information can be made available to end-users via a Knowledge Base that simplifies self-service and diagnosis. This reduces time spent tackling common problems.

With the Knowledge Base, you can make use of already acquired solutions at any time. Problems and solutions can be exported directly from tickets. Using the web console, you can provide end users with solutions and information about solved problems.

To find solutions for problems faster, it is possible to search the Knowledge Base directly from the ticket dialog and import solutions into the ticket.