EnterpriseWizard Help Desk
In a typical help desk scenario, an employee's access to a business application stops working. She sends an email to the help desk inbox and hopes for an eventual response.
Most help desk solutions improve the process with features like email to ticket conversion, a self service portal, queue management, and ongoing issue tracking.
EnterpriseWizard completes the package with our adaptive business rules engine, graphical workflow editor, centralized knowledge base, and granular searching and reporting. With these powerful tools, we can customize and automate your help desk's behavior to match your company's exact business process.
We also include the natural extensions of the help desk right out-of-the-box -- to manage change requests, projects, timekeeping, customer surveys, and assets. Turn these functions on or off as desired to implement a fully integrated, complete IT service desk solution at no extra cost.
"We had been looking for the right enterprise-level issue tracking system for several years. When we discovered EnterpriseWizard we were immediately attracted to their flexibility, configurability, and ease of use."
Bob Kaplan
Shorenstein Realty Services
Benefits |
EnterpriseWizard Provides a Complete Solution
A robust feature set and best-practices support gives you everything you need to run an effective help desk. By providing an integrated system that can be configured to your exact needs without programming, EnterpriseWizard gives your helpdesk staff and managers all the details they need to resolve issues quickly and accurately.
Reduce Response Times
- Standard solutions can be inserted in new tickets with a click of the mouse to improve consistency and efficiency while eliminating the drudgery of answering the same question multiple times.
- Searchable FAQ's offer instant gratification to customers looking for answers to standard questions. New customer tickets, once answered, can be easily converted by authorized staff into published FAQ's available to other customers.
- Integrated live chat is available for real-time communication with helpdesk staff, allowing technicians to chat with multiple customers simultaneously while keeping a log of the entire interaction and cutting telephone costs.
- Automate assignments based on any criteria to reduce management overhead and optimize the load distribution among your staff.
Improve Staff Efficiency
- Technicians can work the way they like to with a personalized home page showing the charts and records they need to work effectively. They can see all their assigned items in one place, and they can quickly create custom views, reports, and saved searches to display the essential information in the format they prefer.
- Streamline email communications with MS Exchange and Outlook integration that synchronizes contact management, calendar events and allows staff to respond to issues by simply clicking a dynamic link in the email.
- Support distributed operations across continents with an interface that is available in multiple concurrent languages and business rules that understand that different teams have different working hours.
- Simplify access through single sign-on authentication and integration with LDAP/Active Directory.
Give Business Managers the Tools They Need
- Full auditability is provided through historical snap-shots that display the entire record as it existed at any point in the past, and configurable audit logs that capture all events of interest.
- Escalation rules ensure that managers are notified when their intervention is needed to resolve urgent issues.
- Graphical charts and reports provide insight into turnaround times, staff productivity and backlogs, while integrated customer surveys allow you to check the pulse of customer satisfaction ratings.
- API's for easy integration such as Web Services, REST API, and External System Adapters enable real-time integration with backend systems.
