Why We Claim to be the Best Service Desk?October 31, 2017

 

What is Service Desk?

A Service Desk is a ticket management system which allows enterprises to implement strong and effective work-flows for internal and customer-facing support departments. In other words, it helps to communicate with centers that provides a single point of contact (SPOC) between a company and its customers, employees, and business partners. Its purpose is to ensure that users receive appropriate help in a timely manner.

Features/Benefits of Service Desk

• Anytime access, completely cloud-based
• Service Level Agreement tracking (SLAs)
• Escalation procedures
• Customized greetings
• Automated emails and updates
• Integrated knowledge base
• Branded customer portal and user experience
• Online, easy-to-use dashboards
• Comprehensive tracking and reporting
• Configurable ticket categories
• Scripted responses
• Automatic ticket routing
• Ability to collect tickets via phone, web portal, email or automatically from endpoint monitors
• Access to account tickets via Comodo One Mobile app

The Four Types of Service Desk

Local Service Desk

Located within or near an enterprise's premises, it caters to the requirements of a small or medium-scale enterprise (SME). It would help address requirements of location-wise entities of an enterprise. However, this service desk would not be enough to handle large volumes of calls or service requests.

Centralized Service Desk

A more cost-effective and efficient solution for ticket management, the centralized service desk helps manage larger volumes of tickets/calls with fewer staff members. An enterprise that maintains local service desks will benefit by merging them into a centralized desk.

Virtual Service Desk

With an Internet connection, a single, centralized Service Desk takes care of all tickets raised from all types of devices and entities in different geographical locations. This is the most commonly used type of service desk among enterprises, corporate, and IT companies.

Follow the Sun Service

Some enterprises combine Service Desks located at multiple geographical locations to provide round-the-clock service.

Why Do You Need the Comodo Service Desk?

Comodo Service Desk is a fully featured cloud-based ticket management system that is a part of Comodo One — a complete, scalable central IT management platform that includes Remote Monitoring and Management (RMM), Service Desk, Patch Management, Mobile/Endpoint security management and other essential IT management tools for MSPs in a single, easily navigated console.

MSPs will be able to gain real-time visibility as issues develop and generate detailed reports based on project timeline, assets, costs, ticket type and staffing. Further, MSPs will be able to easily define service level agreements and configure ticket due dates, warnings and billing to match. It helps administrators identify issues correctly as these were dispatched properly to designated departments.