Service Desk

Exceptional Service Request Support Through Efficient Ticket Management

Why Service Desk Software?

Do you keep track of your customer requests with sticky notes, and email - or maybe you’ve upgrade to a spreadsheet? None of these are ideal solutions for keeping track of all the requests your customers generate. Instead, how about a system that allows you to easily track what the issue is, who that issue came from, what sort of SLA is in place for resolving that issue. How about a system that allows users to help them selves, a place for them to log their issues and track its progress without having to email, call or text you. How about one that provides you with a mobile app that allows you to access all this no mater where you are? Sound too good to be true?

The Service Desk module of Comodo One MSP does it all and it’s integrated into Comodo One MSP. Service Desk provides you with an easy and efficient way to manage and respond to customer requests. You can easily display the status of each ticket, whether it’s open, closed, overdue, even see different priority levels. Service Desk provides you and your customers insight, providing clear statistics and reporting. There is even an integrated knowledge base providing your customers with instant answers to common questions, giving them the ability to help themselves, reducing the demand on your IT staff.

With Comodo One MSPs complete integration with all of its modules, tickets can be created for actions needed from other modules and those actions taken without having to leave Comodo One. Providing your staff with a single complete IT management system.

Types of Service Desk

Generally, four types of Service Desk are available:

Local Service Desk: This is located within or near the enterprise’s premises and caters to the requirements of a small or medium-scale enterprise. It may help address requirements of country-wise or location-wise entities of an enterprise. However, this would not be able to handle large volumes of calls or service requests.

Centralized Service Desk: This can be more cost-effective and efficient for ticket management, as a larger volume of tickets/calls can be managed with fewer staff. An enterprise that maintains local service desks will benefit by merging them into a centralized desk.

Virtual Service Desk: The most commonly used type of service desk among enterprises, corporates, and IT companies. Through the Internet, a single, centralized Service Desk takes care of all tickets raised from all types of devices and entities in different geographical locations. The tickets can also be addressed and managed by personnel in various geographical locations.

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

Built to Supercharge your IT Help Desk

IT Helpdesk must be able to prioritize and handle all requests, escalate tickets if necessary and also completely capture the working hours spent on resolution of a ticket.

In order to Supercharge the IT Help Desk all customer requests must be tracked as service requests; all important activities in the entire service delivery process must be linked – from service delivery to billing; built-in workflow features that provide alerts on status of tickets must be followed; workflow must be stream lined; the working hours for ticket resolution must be completely captured; and efficient resources for solving tickets must be ensured.

IT Help Desk Software

Comodo IT Help Desk Software (Service Desk) is a fully featured ticket management system offered as part of the Comodo One integrated platform for Managed Service Providers - Comodo One MSP. The Service Desk software allows enterprises and corporates to implement effective work-flows for both internal and customer-facing support departments. This system enables administrators and staff members to perform numerous activities including responding to tickets, reassigning or escalating tickets, generating reports, and creating knowledge base articles.

Features/Benefits of Service Desk

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

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