Business Applications Suite

Service Desk
Help Desk

Service Desk Software - Trivaeo Service Desk and Help Desk solution is an ITIL compliant Service Desk and Help Desk Software Solution that enables a company to provide modern and easy to use service management to its customers

Functionality

Trivaeo Service Desk is really 5 applications in one. It acts as an internally facing application to your employees as a Service Desk but can also act internally and externally to your organisation in the form of a Help Desk suite. It's 5th application functionality is in the form of a self-growing Knowledge Base that is actually fueled organically by the activities of your resources as they respond to internal and external enquiries.  It provides a detailed overview of Service Levels and Service Quality whilst focusing absolutely on the workflows and timings necessary to ensure adherence to a companys' high standards.  Extend this even further with automated communications, series of email events and the ability to integrate your help desk directly with your website and self-service users and you have a complete ITIL compliant help desk solution that tightly integrates to your CRM, Documents, Task Management, Projects, Assets, Products & Services....well, the rest of the suite that you may already have enabled for your company.

Features

  • Tight integration with all the other applications you have enabled for your company and users
  • Can receive new 'tickets' from internal or external users (self-service users or from forms on your website!)
  • Set your own Priorities and Statuses
  • Unlimited ticket categories or types, you are not restricted in any way
  • Create as many help desks or service desks as you like
  • Enabled with prebuilt workflows for IT Support, Asset Support, Simple Support Triage, Contracts and Supplier Compliance Matrix Servicing
  • It even supports automated processes to request information externally and auto-update when the task has been completed
  • Capable of supporting automated series of communications events that feed users staged information over a period of time

Benefits

  • Instant bonding of the help desks to your assets, products, services, contacts and more saves typing and prevents errors
  • Create and submit new tickets in any number of ways without relying on an email only based service
  • Infinite categories, types, priorities and stages means you can set it up just how your company needs it
  • 1 user license doesn't mean 1 help desk. It means infinite number of help or service desks accessible by that user
  • Our prebuilt help desk workflows target members of each help desk whilst even notifying others of a change in status of any ticket.  We already did the thinking for you!
  • You can automate complex series of emails, for example, that welcomes a new employee to your business. It carefully communicates over time to train your employees without you raising a finger in training effort beyond first setup
Sometimes a business just needs a relatively simple, yet effective help desk or service desk solution.  That is exactly what this suite provides.  As soon as your company activates the entitlement to it, the integration to those other applications across our suite is immediate. It is perfectly capable of helping an organisation set and measure performance against predefined service levels, but is simple enough for a non technical employee to set it up. The provided 'templates' and 'workflows' for typical help desk or service desk scenarios can have you up and running with internal or external help desks in a matter of seconds. It is readily capable of doing incredible things too.  A couple of great examples is its ability for a help desk ticket to initiate an outbound request for information from the client and then nag them carefully as deadlines approach to make sure they submit the necessary information to your team. The other is the 'series of email events' which allows your business to trigger the automatic distribution of preprepared content when a ticket is submitted. This can be really powerful with new hires, allowing you to predefine the entire new employee experience so they recieve a planned series of responses over a set timeframe (which you define). You can more or less completely automate the new hire training, orientation or familiarisation phase by simply creating a helpdesk that looks after 'Employee Onboarding'.  Each help desk you create has assigned members, which can be named individuals or even teams or departments.  Yet another group can be automatically notified on changes to status in any tickets.  Tickets and their answers become immediately available to a self-propagating Knowledge Base so your team doesn't have to derive the same sets of answers twice.
Introduction to the Trivaeo Service Desk application suite

What are Service Desks or Help Desks used for?

Service Desks help a company deliver on its service level promise

'Experience Management' is what this is all about. Help Desks and Service Desks, when used correctly, force an organisation to remember everything and to deal with every request for internal or external assistance at an appropriate level of priority.  The mapping of a priority against a time to remedy is known as the 'Service Level'.  Things cannot be 'forgotten' with help desk functionality used to ensure timely responses and relevant updates on status.  A key element in help desk software applications is to create the audit trail of what support was provided, how good was the support and whether or not it truly represented the aims of the company delivering the service.  The ability of line management to review tickets and the actions that took place in them is a key that opens up pathways to continuous service improvement too. Our help desk and service desk application suite helps your company to;

  • Provide internally facing service desks to support your employees
  • Provide externally facing help desks that support your external contacts, suppliers, contacts, customers, partners and more
  • Set priorities for each type of service desk provided
  • Set as many 'stages' or statuses to each ticket opened so you can keep the complainant up to date easily and with great accuracy
  • Learn organically from your own service by creating knowledge with the results of help provided
  • Request Information automaticaly from external parties and remind them in 3 phases of your need for further information
  • Define any team shape you like to support each help desk. The members on each help desk could be based on individuals, the teams they are in, the department they work in
  • Notify others of new tickets even if they are not members of the handling team
  • Integrate forms on your website so new submissions create a new CRM record automatically and at the same time create a new help desk ticket so your customer service function also helps to support your marketing and lead generation activities.  This is further supported by putting new help desk submissions into distinct CRM Groups so your marketeers don't inadvertently advertise to someone who is complaining about something to do with your product or service. You'll be amazed how many companies cannot do this and advertise to complainants in the middle of a heated triage!
  • Use series of email events automation to send a staged series of communications to a client automatically if they have opened up a help desk ticket.  The use cases here are huge; let your imagination run wild. You can handle things like gently educating new hires to helping them with orientation on joining your company and much more
  • You can use the Task Management functionality in Trivaeo (if you have the application) to hand out tasks to entities beyond the help desk team to deal with and resolve issues even if they are not members of the help desk service
  • Trivaeo provides templates of typical workflows for different use case scenarios so you don't have to worry about setting them up. We cover products/services, asset management, simple helpdesks, IT support as examples
  • Leverage Document Management, Self-Service Users and multiple other areas of the suite so they are available to your help desk teams without integration.  This tight bonding across all your enabled applications prevents mistakes, stops typo's and improves efficiency
  • If you have Asset Management for example, and your team sets up a helpdesk based on the Asset Management template then users reporting a problem with an asset they use have all the necessary information automatically entered for them.  This saves incredible amounts of unnecessary frustration and time as your team know exactly what they are dealing with as soon as the ticker arrives.  If a ticket for one of your big office printers is submitted because its running low on ink then your team know exactly which one was being reported and don't have to waste 2 x communication cycles simply confiming which printer in which office did you mean?

In common with many areas across the business applications suite from Trivaeo the Service Desk Application is designed to be extremely functional but simple, easy, effective and a delight to use routinely.  It is so simple to use that it effectively enables all of your staff irrespective of their specialist roles to be integral elements of your customer and employee facing support and care talent pool.  You can even enable self-service based logins so that you can invite your customers or external users to login a review their own tickets and respond to them online in the heart of your solution.  You could even assign self-service logins to all your customers so that they login to your business applications suite to create new service or support tickets right from within the system. You are in full and complete control.  This is especially useful if you want larger documented information, pictures or attachments to be submitted by those opening tickets. eMail is often not reliable enough or capable enough of doing what you need!  Join these inherent capablities with other self-service functions like workflows, projects, timesheets, collaboration across calendars, task management and even team rooms and you start to lose the distinction between internal and external users at all.  Your organisation becomes focused on service and delivering on its promise.  This is exactly what Trivaeo intends!

Service Desks - Main areas of focus

Trivaeo Service Desk Suite - Highlights

  • Complete Integration
    Service Desks and Help Desks are automatically integrated to the other enabled applications in your suite based on the template used in the workflow when creating the help desk
  • Knowledge Base
    Your resources can save 'good answers' and 'remedies' to problems as Knowledge Base entries classified by category, type and item with both internal and external solution sets in each case
  • Not just eMail based
    Many help desk solutions rely heavily on eMail based communications as their only transport mechanism. This is heavily error prone and customers are prone to do anything but 'reply to all' when replying, spam settings, spam folders, wrong addresses and typos make it difficult to guarantee service levels. 
  • Internal and External
    One solution from Trivaeo handles all internal style as well as external help desk or service desk interaction methods and may be accessed via the suite, via self-service logins or through email correspondence.  You decide, we don't force your company to do it only one way
Help Desk Dashboard

Auto Highlighting Desks with active tickets

  • Service Levels
    Real Time dashboards and widgets focus the eye of your support organisation on their 1 hour of SLA and the overall quality of their service desk. At a glance they can see the mix of open and closed requests and their priorities plus all their key assigned tickets.
  • Tickets on behalf of others
    The solution is capable of receiving tickets opened on behalf of, so your team can receive a phone call and they can submit the ticket for your client on their behalf, even whilst tying it to them by name in CRM, their company, your products/services as well as setting its initial status and priority, location and which help desk to assign the ticket to
  • Attachments by default
    There's nothing worse than being unable to submit the evidence in the form of a photograph, or a log file or other trace information when submitting complex tickets to a company. By default Trivaeo Help Desks and Service Desks accept attachments on the initial enquiry and those attachments may be added to at any time without clutter
  • Freeform communication
    Add as many communications as you like to any ticket, even commentaries or suggestions for the team.  
Take it even further by integration "Contact from Web" forms (via Admin, Process & Collaboration tools) that automatically add the users information to your CRM and open a new help desk ticket at the same time. Deal with an enquiry whilst at the same time creating a new lead.  Your team doesn't do the typing or the work; your lead or customer does!
Using this software will put your business in a good place to deliver on its "Customer Experience Management" strategy as well as increasing the efficiency and effectiveness with which you are able to support your own resources.
Service Desk - Highlights

Power features to make your teams shine

Supports Direct Self-Service Logins

Enable your customers to log in to submit and review their tickets

Providing your customers the ability to log in to your business applications suite (via enabling Self Service Users) means that they can actually take part in your workflow. They can be assigned Tasks (if you have Task Management) and they can collaborate, submit and review documents and always see the current status and activities on their trouble tickets in real time.  Your customers become a logical and integral extension to your business.  That creates an immersive customer experience.  It also ensures accuracty in your CRM data and provides somewhere private for your customers to submit and upload Documentation, Logs, Files, Pictures etc

Organised Documentation

Automated Document Management

Documents or files added to a helpdesk ticket are automatically linked to the customer and a unique heirarchical directory structure is enabled that also exposes the attachments linked to the customer and their company (if they are part of another company).  This prevents FTP upload overheads and the complexities of managing emails with attachments.  Any changes immediately trigger an alert/notification to the affected parties on both ends.

Full Notification Cycles

All parties receive immediate alerts/notifications

Each step of the help desk process initiates an immediate update to members of that help desk team via email notifications with immediate links to the ticket, to the members set to receive notifications, even if they are not themselves members of that team, plus all changes to the ticket and its attachments are tracked, audited and even version controlled with updates to the customer via email too.  The complete end-to-end audit trail of activities, changes and udpates are recorded with version control with up to 10,000 minor revision updates auto-tracked before the major version number increments.

Help Desks make small businesses appear like big and capable businesses.
For medium sized businesses the Help Desk Suite makes them look like they are big enough to cope but small enough to care.
Service Desk - Power Features

Trivaeo Service Desk Management at a glance

Quick Navigation

Get to what you need, fast
The quick nav allows you to quickly navigate through all applications and sub-applications easily and quickly but all the while the users remain in the team room. They hit Leave on this menu to return to the main business applications dashboard

Service Requests

Add or edit service requests
Access all open or archived tickets here or add new ones for yourself, another employee or a customer or company in your CRM system.

Knowledge Base

Access or create new Knowledge Base entries here
Every ticket submitted or serviced across the system may be used as a knowledge base entry. This automatically propagates relevant and beneficial information to the rest of the help desk team so that knowledge is shared effectively across your service desk team.

Reports

Access predefined Service Desk Reports here
The service desk solution relies heavily on real-time widgets and dashboard applets to inform users of the real-time status of the helpdesks provided.  A base set of historical reports is available here too

Dashboard and Widgets

Real-Time Dashboard
This main widget area highlights current asset management entries, workflows and tasks that relate to the currently logged in user with a selection of real-time reports and summaries
  • Quick Navigation

    Get to what you need, fast
    The quick nav allows you to quickly navigate through all applications and sub-applications easily and quickly but all the while the users remain in the team room. They hit Leave on this menu to return to the main business applications dashboard
  • Service Requests

    Add or edit service requests
    Access all open or archived tickets here or add new ones for yourself, another employee or a customer or company in your CRM system.
  • Knowledge Base

    Access or create new Knowledge Base entries here
    Every ticket submitted or serviced across the system may be used as a knowledge base entry. This automatically propagates relevant and beneficial information to the rest of the help desk team so that knowledge is shared effectively across your service desk team.
  • Reports

    Access predefined Service Desk Reports here
    The service desk solution relies heavily on real-time widgets and dashboard applets to inform users of the real-time status of the helpdesks provided.  A base set of historical reports is available here too
  • Dashboard and Widgets

    Real-Time Dashboard
    This main widget area highlights current asset management entries, workflows and tasks that relate to the currently logged in user with a selection of real-time reports and summaries

Hints and Tips

 

Hover your mouse over the black dots for access to a quick description or video about each application element.


Trivaeo service desk software is written specifically to make it intuitive and easy to use. This enables all of a companys' employees to be used effectively if so desired to support its installed base of customers and clients.  It's clever use of self-service logins, the tie into CRM across contacts and companies is powerful as is the alerts and notification systems.  Whilst capable of being driven and accessed via email correspondence between your business and your 'complainants' the solution offers your business the ability to bring your customers directly into your business by creating self-service logins for them so they can work directly with your helpdesk teams by providing feedback in real time, uploading pictures or documents to support your triage efforts.  The solution even has the ability to allow your company to set up unique priorities for each company in your CRM with customised alerting and notifications.  Imagine you have a VIP company you wish to provide an enhanced service for.  By editing that companys' preferences in your CRM, not only can you define a custom service level and prioritisation for this company, but you can add their key contacts and users to alerts and notifications too.  That way, if any contact within that company opens a service desk ticket with your company their own key resources are notified at the same time!  Auto revisioning of documents and full audit trails of all communications on each ticket make managing even the most complex cases easy to achieve.
Dave Tidwell, Chief Operating Officer
Trivaeo Service Desk Management Main Window

VIP's and Customised Service Levels

Each company recorded in your CRM system may be edited by your team so that it automatically receives a customised Service Desk Service Level.  They do this easily via the 'Edit Company Preferences' function under the edit option of each company recorded in your CRM solution. This allows your team to focus on delivering high levels of customer service and support where it counts most, with your VIP companies and contacts.

You can even set customised alerting when new tickets are submitted for any company in your CRM system so that members of the company itself are also alerted if one of their own staff members submits a new ticket.  You could alert your senior leadership team internally too if a ticket from a customised service level company are submitted.
By setting up customised priorities for any named company in your CRM, tickets submitted by any member CRM contact to your helpdesk receive the customised handling by your team
You can even set different sets of CONTACTS (at the customer company) or USERS (from your own company) who will receive notifications when a ticket at any given service level is opened.  
Handling VIP Service Desk Tickets

Sample Images Gallery

Each application or sub-application area has multiple data entry windows and these vary by role and permission groups that each user has been assigned to. Here is a basic selection of typical windows to show you how easy they are to follow and understand. These are common throughout the suite, but remember, employees don't have to go and find these; they are notified or alerted that something needs their attention and they are taken straight to it in each case.
Adding a new service request

Adding a new service request

Adding a new service request ticket is simple
Users may freely describe their issue with a subject and large description area. They can submit it in their own right, or on behalf of another contact or user (employee) too.  On submission the worklow starts, as does the SLA measurement which directly affects the Service Desk Dashboard and real-time widgets
Reviewing Service Desks

Reviewing Service Desks

Reviewing or make changes to existing service desks
Administrators may create or edit existing service desks easily.  Each service desk created is based on an underlying template. Trivaeo provides templates for the most common types of service desk or help desk scenarios.  Each type of template creates a different worklow, alerting and notifications
Defining a new asset management or business equipment support helpdesk

Creating a new service desk

Use the templates to automate your workflows and integrations
When creating a new service desk the Template defines what that helpdesk integrates to and how its workflows operate in normal conditions.
Examles include;
  • IT - for typical IT support workflows
  • Assets - links the help desk directly to your asset management suite so new tickets are tied to the assets to which they relate
  • Simple - a typical standard service desk template
  • Requested Information - a specialised type of helpdesk that can prompt your customers to submit information to you in good time for any looming deadlines, for example, accountants need tax receipts and accounts info well before each year end.  You can create a helpdesk that automatically asks your customers to send you this information a month before each end of quarter
  • Compliance Matrix - a specialised help desk that works directly with Supplier Compliance in the Contracts and Supplier Management suite
  • On-Boarding Process - a specliased service desk that automatically contacts a contact or user in timeframes defined by you to provide them with timely and informative information.  You could use this to automate your new hires orientation, or show your new self-service users how to administer their portal account with your business (and a lot more!)
An example self-service users dashboard

An example self-service users dashboard

You can provide logins to the solution for your clients and customers!
If your company has purchased a single self-service users license pack then you can invite all of your customers, clients, contacts, suppliers, contractors etc to login and join you in the solution.  Each self-service user application enables 10 x concurrent logged in users with infinite numbers of named self-service users.  You define their permissions and rights to access the solution.  A self service user could have access to submit timesheets or in this case to view and interact with their own service desk tickets, documents or tasks you've asked them to complete.  Note, Task Management is required if you wish to allocate tasks to your CRM contacts.
Defining permission groups capabilities of help desk self service users

Defining what self service users may access and view

You define the permissions and abilities of your users
Using the main administrative feature of 'permission groups' your company can define as many self-service user group permission sets as you like.  You could allow self-service logged in users to only see their tickets or their tickets and their workflows, tasks, timesheets, team rooms, and more.  In its simplest form a self-service user would only need permission to see their own tickets.  This also gives them access to their own Documents too so that they can upload them and add them to new tickets.  Then, they can login to create a new helpdesk ticket.  You could also just put a 'Contact from Web' form on to your website that automatically creates a help desk ticket on submission so you can also receive tickets from non-logged in customers or contacts.  The choice is yours!
Full Notifications for each stage change

Full Notifications and Alerts via eMail in included

Your team and your customers are always immediately updated on changes
Each service desk is automatically enabled to transmit eMail based notifications to complainants and help desk staff on each state change from original submission through the triage and into resolution and closing phases of each ticket.  If you have the email collector add-on from Trivaeo then all correspondence is also stored against the CRM record so your business has a 360 degree view of all interactions.
Sample end user experiences
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