What is a Helpdesk and what is it for?
Helpdesk is a software tool - a web application for:
- providing assistance to users (customers, employees) through the registration of their requirements
- records of tasks
- records of events such as performed activities or inspections
- assigning the solver and monitoring the progress of the solution
- knowledge base management and information sharing (eg manuals)
The helpdesk works on the principle of entering and solving requirements and tasks. On the one hand, the user enters the request into the application and on the other hand, the solver takes it over for solution, or the solver can be automatically assigned.
The solvers are automatically informed about the new request by e-mail. The application offers a clear interface for problem solvers. Thanks to it, they have requirements centrally in one place, which will enable their processing, solution, prioritization. Only those requirements for which he has the competence to solve will come to the solver.
Questions, including answers, may also be published. All users of the application can thus find the solution in the knowledge base created in this way.
The helpdesk facilitates company communication, as it enables quick orientation in assigned tasks and keeps records of their solution. It combines all communication channels into one. Only a simple and clear online Helpdesk system.
The notification system can think of all terms for you. It will notify you of an incoming task, an upcoming date, the current date, and possibly when it should have been completed.
The helpdesk can be used externally or internally for various purposes:
- External use of the Helpdesk - for customers or partners support. Resolving inquiries, complaints and grievances becomes efficient, fast and convenient. The history of the solution of the request is registered and it is thus possible to evaluate their handling in clear statistics.
- Internal use of the Helpdesk - support for its own employees, company-wide management of tasks and requirements. The employee has the opportunity to efficiently and quickly request support in eliminating obstacles to work (eg related to computer technology), a request to purchase the necessary material or equipment, repairs of equipment and buildings, etc. Helpdesk brings to your company increased employee efficiency and overview of requirements management.
Helpdesk functions
- Entering requests via a web form
- Clear monitoring of the history of requirements and their solutions
- Automatic information by e-mail about new requirements and changes in requirements for both the contracting authority and the solver.
- Possibility to insert attachments
- Option to select the category to which the request falls
- Categories have their solvers who are informed about the new request and can respond to it
- Filter requests according to your specified criteria
- Assign priority to requirements
- Entries can be assigned to specific objects (eg a specific server) and then the solvers have an overview of all entries related to this object
Types of records in the Helpdesk
Requirements
Notation requiring the response of the solver - solution. For each request, its priority and request category are set. The solver is set to the request either automatically or manually. Automatic assignment can be used, for example, for solvers who are in charge of a certain category (eg HW repair).
Events
It is used to record events, whether accidental, such as a failure of a device, or intentional, such as performing a prophylactic inspection or maintenance. They may or may not require a response from the solver.
Information
These are undated records of the instruction type.
Are you interested in using the Helpdesk?
I offer the Helpdesk application in the form of a service for a monthly fee, the amount of which depends on the number of records made per month.
The second option is to install on your server.
In any case, I can make you a demo version where you can test the functionality of the application.
I will tailor the application to your requirements.
Contact
If you are interested in using the Helpdesk application or want to ask something, do not hesitate to use the following contacts:
E-mail: info@tygu.cz
Phone: +420 737 524 456
Contact form: