Consistent Service Quality, Improved Agent Productivity
Modern Service Desk for Customer Service, DevOps & IT Service Desk
Single integrated application with ITAM & Asset CMDB
System Implementation in weeks
Adheres to ITIL Guidelines
The Incident Management Process is to resolve trouble tickets & incident requests as quickly as possible in a prioritized manner.
ITIL says that the goal of the Incident Management process is “to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained.”
Incident Management is initiated in response to a customer call, a service request or an automated event. These incident information can be received through multiple channels – phone, email, web-self service, mobile etc.
The Incident Management Process Flow in Euladox Helpdesk IM is detailed below :
The key stages in the process flow are :
ITIL is a library of Best Practice Frameworks. It is a set of guidelines.
The aim of Euladox Helpdesk IM is to be even better than the guidelines provided by ITIL. In this regard, whilst we follow the guidelines, we are building more features, workflows and methodology in Euladox Helpdesk IM.
Customers do not think in terms of channels of communication. They want a resolution to their issues. Customers will reach your service desk through telephone, email, web self-service or mobile.
Customers expect their support conversations are seamless – ie they might start the discussion on one channel and then continuing it on another without losing context or information.
Euladox Helpdesk IM provides you with a contact center service desk that is truly omni-channel by supporting multiple channels within a single interaction.
Euladox Helpdesk IM provides you with the most complete Email integration capabilities:
You can set up one or more service desk email accounts that will be monitored by Euladox Helpdesk IM.
For true omni-channel support, web self service is an extremely important functionality.
The web self-service in Euladox Helpdesk IM empowers end-users to
Agents can log an incident ticket by the the receipt of an incident occurrence report through the telephone. This activity has been made more efficient in Euladox Helpdesk IM by correct categorization of incidents and standardization of responses.
The system is truly omni-channel as incidents logged in through the telephone can be viewed on the web as well as receive responses through email.
Automation in the incident management process is a critical component of Euladox Helpdesk IM. Some of the system automation examples are:
Customers look for transparency in dealing with the service desk. Alerts & notifications help earn quality customer satisfaction. Euladox Helpdesk IM provides you with
Keeping a high service level and client satisfaction is key to the success of the service desk. Service Level Agreements (SLAs) management helps deliver service targets.
Euladox Helpdesk IM allows you to configure and manage SLAs across
There are two modes of support in IT Infrastructure management – Reactive & Proactive. (Some prefer to recognize more modes like predective & preventive too. Here we discuss the use of Helpdesk software for IT support).
Euladox Helpdesk IM has the facility of Auto Tickets. This functionality has been developed to define automatic ticket generation for regular activities.
Euladox Helpdesk IM is fully integrated to Euladox ITAM.
Euladox ITAM is a best in class application for
The Asset CMDB is a key functionality of Euladox ITAM providing you with an automatically discovered ITAM database and all the database fields and structures needed to build up a fully functional CMDB.
The integrated solution of Euladox Helpdesk IM + Euladox ITAM provides you with the best value to associate incident requests to assets.
Euladox Helpdesk IM has embedded machine learning algorithms & delivers adaptive capabilities to constantly improve application behavior.
The ML algorithms help Euladox Helpdesk IM to continuously help categorize incoming incidents better by understanding the context & specific text mentioned in email requests.
The IT Helpdesk has a large amount of IT related data that can help understand user, IT Asset and IT process behaviour in the past and influence the future. But this needs a good reporting and Business Intelligence system built into the help desk application.
Euladox Helpdesk IM is for the analyst at heart. You will be able to gain invaluable insights into user behavious, asset status, help desk agent productivity etc with our BI system. The BI system works in the background and provides with pre-defined dashboards to get your analysis up and running from the day one.