As an entirely web based solution NetSupport ServiceDesk is easily integrated into your existing IT infrastructure, providing your customers and service desk operatives with a quick and convenient system for initiating, tracking and resolving reported incidents.
With an intuitive multi-lingual interface, automated workflow processing and support for mobile devices, NetSupport ServiceDesk rises to the challenges that face the modern service desk.
The key to effective Incident Management is being able minimise the impact on day-to-day business operations, restoring normal service as quickly and efficiently as possible. NetSupport ServiceDesk's automated workflow processes help you achieve this by delivering the following as standard:
-Customers can log incidents on-line and review current status in real time.
-Automated Incoming/Outgoing email processing.
-Automatic assignment of incidents to operators based on pre-defined customer rules for either Problem Type or User Type.
-Automatic escalation of incidents based on customer specific rules.
-Structured notes history for an incident with source identifiers (telephone, email and more) for each additional entry within the items lifecycle.
-Attach, store and associate files to an incident.
-Avoid duplicating effort by connecting multiple related incidents.
-Automatic priority assignment for new incidents.
-Accurate recording of time spent dealing with incidents.
-Prioritised Help Requests for users and incident types together with easy operator allocation.
-Help Request Logging with customisable categories for easy input.
-Pre-populated Solutions database enables customers to search for an answer before they log an incident.
The key to successful Problem Management is being able to reduce the volume of incidents being logged in the first place. NetSupport ServiceDesk enables you to proactively investigate and resolve the root cause of issues, leading to:
-Improved reliability of Services.
-A reduction in the volume of reported incidents thus lightening the load on your Service Desk.
-Delivery of permanent solutions rather than constant workarounds.
-Improved customer satisfaction.
-Increased knowledge within the service desk.
Problem Managers can utilise a range of tools, including report dashboards and advanced searching, to help them identify trends and link related incidents to a problem. Once a resolution is found, the relevant incidents are automatically closed.