Helpdesk Software and Knowledgebase System
Manage and monitor customer support operations from a single central platform, streamline customer service processes, ticket life cycle and enhance customer experience.
iStudio Technologies Helpdesk and Knowledgebase focuses on automating the helpdesk ticketing system with established SLAs to ensure a world-class customer/employee/occupancy experience. Helpdesk software handles the workflow of the enrollment, assignment, and settlement of all service requests and complaints reported in the facility or organization. The full history of actions being taken, events, follow-ups, messages communicated, response times as well as customer feedback could be monitored in a mechanism that assists in the monitoring and development of the helpdesk including call resolution functions.
The Helpdesk and Knowledgebase place all the specifics of the customizable service request in one place. That is a consolidated helpdesk solution to make sure the solution of support requests is streamlined and more comfortable for the staff.
Custom workflows make it easy for the user to customize the appropriate service/call form, categories and subcategories to allocate requests/issues/services to the corresponding team and team members to solve them within the specified SLAs.
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Key Features
- Call booking through email, self-registration, phone calls, as well as BMS/BAS alarms.
- Call booking through email, self-registration, phone calls, as well as BMS/BAS alarms.
- Registration issues, service requests, and so on.
- Priority allocation depending on the nature of the flaws
- Assign, deliver and track requests
- Self-assignment of the operator
- Escalation depending on given SLAs
- Configurable penalty charges
- Compliance with ITIL on issue, improvement, and event management
- Recording of every event throughout the life cycle of a call
- Events and follow-ups
- Sharing of information between the job seeker and the operator by means of a message system.
- Raising, tracking, and closing job orders
- Recording solutions and positioning in the knowledge base
- SLA Review and warning of breaches
- Call response review with limited TAT
- SLA Elapsed and closing time near SLA Warnings
- Increased consumer satisfaction
- FAQs, connections, faults, and history of solution
- Completely indexed data for easy searching
- Basic and specialized search functions
- Responsive helpdesk with a status dashboard
- Incident/Problem/Change/Service Order Management workflow
- Immediately respond to and address recorded accidents
- Intensify, prioritize, and categorize calls/incidents
iStudio Technologies, the best helpdesk software, and knowledgebase system provider in Chennai, India!
Helpdesk Applications
Soft Services
- Housekeeping
- Cleaning and janitorial services
- Storeroom services
- Support for events
- Horticulture and landscaping
- Cafeteria support or food services
- Reception services
- Security services
- Pest control and concierge service
- Helpdesk services
- Payroll services
- Relocation services
- Waste management services, and so on.
HR Services/Requests
- Medical facilities
- Disciplinary concerns
- Modification of employee details
- Onboarding/Offboarding of employee
- Verification letter at the time of employment
- Common queries regarding leaves / permissions / on-duties / life-events
- Complaints
- Payroll certificates and advantages
- Tax/Payments reimbursement
- Payroll services
- Relocation services
- Waste Management, and so on.
IT Support Services/Requests
- IT support on request
- Setup of network
- Security for network
- Server management
- Database management
- Cloud computing
- Software support/installation/procurement
- Data storage
- VoIP services
- Desktop/laptop repair and maintenance
- Mail server
- Hardware Support/Installation/Procurement
- Software Licensing/Renewals, and so on.
Hard Services
- Heating
- Lighting/electrical
- Plumbing
- Fire safety systems
- Air conditioning
- Mechanical systems
- Planned preventive maintenance
Other types of Requests/Services
- Incident/accident logging
- Booking a vehicle/meeting
- Request of equipment
- Software access
- Requests for travel, and so on.
Looking for the best helpdesk applications to handle all your helpdesk software services?
Smart Facility App
Through the Helpdesk & Knowledgebase mobile app, all your customers, staff across the organization – IT, HR, Services, and so on can raise tickets, raise concerns, demand services, or get whatever help they need immediately.
- Prioritized SLA and penalty tracking.
- Call wise feedbacks.
- Aligns with ITIL necessities.
- Raise, delegate & address issue tickets, service demands, and incidents on the go.
- The full context for requests such as ticket information, SLA, etc., at a glimpse.
- SMS/Email/App notifications upon SLA violations and requests assigned/resolved.
- Uploading videos/photos/other attachments are done by technicians once resolving a ticket.
- Requests can be assigned/reassigned to other teams/operators as and when necessary.
- Personalized services include Concierge, Resource relocations, and so on.
- Communicative performance dashboards/KPIs.
- End-to-end management of service requests.
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