Rapidity
SmartDesk is a service management tool that automates Incident Management, Change Management and Problem Management functions in a customer support environment.
It offers trouble ticket logging, and helps customer support agents to receive, process, and respond to such requests. It helps streamline customer support with automated escalations and reminders.
Ticket Logging & Ticket Assignments
- Auto creating tickets by Email
- Merge tickets
- Split tickets
- Automatic/manual assignment
- Log trouble tickets under various categories and severities
Ticket Tracking, SLA tracking and reporting
- Track ticket status through its life cycle from being logged to closure
- Measure response time and resolution time and track against defined SLAs
- Aging Analysis
- Problem management
Reports & Trends
- Provide MIS and reporting for tickets logged over a period of time
- Dashboard
Alerts / Escalations / Notifications
- Automatic notifications via various media
- SLA reminders and escalations
Miscellaneous
- Export & import of data
- Surveys & Feedback
- Configurable parameters like business hours, holidays, SLAs, Priority, Severity
- Data on cloud for access from anywhere, mobile app & 256-bit encryption
- Date/Time formats
- User Management
- Reports and charts
Scalability
affordability
Interconnectedness
