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
'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;
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!
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
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.
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.
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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.