CUSTOMER SUPPORT
SmartDesk

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
  • Log trouble tickets under various categories and severities
  • Trouble tickets can be of type Service Requests, Incidents or Work Items
  • Automatic/manual assignment
Ticket Tracking, SLA tracking and reporting
  • Ticket status through its life cycle from being logged to closed
  • Aging
  • Measure response time and resolution time and track against defined SLAs
Reports & Trends
  • Provide MIS and reporting for tickets logged over a period of time
  • Dashboard
Alerts / Escalations / Notifications
  • Automatics notifications via various media
  • SLA reminders and escalations
General
  • Export & import of data
  • Surveys & Feedback
  • Configurable parameters like business hours, holidays, SLAs, Priority, Severity
  • Date/Time formats
  • User Management
  • Access Management
  • Mobile app
Dashboard
Dashboard
New Ticket
New Ticket
All Ticket
All Ticket
Ticket Status
Ticket Status
Business Hours
Business Hours