Our powerful Help Desk software, which is fully integrated with our IT asset management system, offers a wide array of benefits, helping support teams to dramatically enhance the way they track and manage tickets and support requests from the time they are opened, until they are resolved.
But, did you know that our Help Desk software solution can make a significant impact on your support processes each and every day? In this post, we’ll highlight the five major daily improvements you’ll achieve with the SAManage Help Desk:
Improved End-User Convenience
Our solution centralizes all ticket activity and related information, providing your end users with a single, easy-to-access help desk portal. End users can use this personalized portal to quickly and conveniently submit support requests, or they can open new tickets by sending an email to your SAManage help desk system. They can than track the status of each support request and correspond with your support team by requesting information or updates on issue resolution.
You can fully customize your end-user portal in a variety of ways, such as branding the support email with your own domain (for example, firstname.lastname@example.org) or align your SAManage help desk software with any internal support processes you may already have in place.
Our Help Desk software streamlines the way service requests are received and processed, allowing support staff to more rapidly review new tickets, and search for similar solutions in a comprehensive online knowledge base. When a ticket is resolved, it automatically becomes a new solution in the help desk, which can be easily searched for and located when similar issues arise. This improves staff efficiency and accelerates ticket completion through the collection and storage of all knowledge gained when working on tickets and resolving issues.
Increased Staff Efficiency
Streamline work among your support team, and take a “divide and conquer” approach to issue resolution by intelligently distributing and assigning tickets across your help desk staff. You’ll be more productive, working side-by-side to eliminate duplication of efforts and redundant work, which will ultimately optimize service delivery to end users.
The SAManage Help Desk allows you to automatically assign certain types of tickets to certain team members, based on their background, knowledge, and skill set. For example, acquisition requests can be routed to the purchasing department, or phone-related inquiries can be sent to the support professional who oversees the telephony system. This accelerates ticket routing, ensuring the fastest, most efficient response times possible.
Improved Ticket Initiation
With the SAManage Help Desk, your end users can access an intuitive online portal that allows them to quickly create and submit new tickets the moment a problem arises. Your IT staff can also instantly generate inventory-related trouble tickets by reviewing hardware inventory and past support requests on each computer, then creating help desk tickets – in just a single click – as soon as they discover a problem, or notice something that requires further investigation.
Support team members can also quickly conduct an audit of changes to any computer, to identify modifications that may have caused the current support issue. By providing closed loop IT Asset Management and Help Desk software in a single, integrated platform, your team is empowered to better manage your IT resources and understand the entire support history of each asset.
Our robust Help Desk software allows you, and the users you support, to work closely together to correct issues. You can comment on tickets they submit, ask questions to obtain more information to aid in resolution, and more. Any comments and correspondence you add to a ticket will be sent to the ticket initiator via email. They can then simply reply to the email as needed. Their responses will be dynamically captured by the system, and added to the ticket details.