Euladox Helpdesk IM

Euladox Helpdesk IM is a web-based service desk for customer service, DevOps and IT teams. It is one application with Euladox ITAM and the Asset CMDB, and it follows ITIL guidelines. The page says implementation takes weeks.

Incident management

Incident management resolves trouble tickets and incident requests as quickly as possible, in order of priority. ITIL says its goal 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.” Incidents start from a customer call, a service request or an automated event, and arrive by phone, email, web self-service or mobile.

Key benefits

• Resolve incidents faster and reduce risk
• Improve agent productivity
• Standardize support procedures
• Escalate faster when needed
• Build trust through communication and transparency
• Monitor and evaluate teams through dashboards
• Receive quantitative feedback
• Improve service processes continuously

Key features

• Web based
• Ticket creation from several channels
• Automated routing of tickets
• Management of SLA timelines
• Notes and attachments, and ticket history
• Role and location based responsibility
• Notifications and alerts
• Asset management

Incident management process

The key stages are:

1. Occurrence and identification
2. Logging
3. Classification
4. Assignment to an agent
5. Prioritization
6. Diagnosis
7. Escalation, if needed
8. Resolution and closure
9. Customer survey

ITIL is a library of best practice guidelines. We follow them and add more features, workflows and methods. See how the product meets the ITIL incident management guidelines.

Omni-channel support

Customers want a resolution, not a channel. They may start on one channel and continue on another without losing context. Euladox Helpdesk IM supports several channels within a single interaction.

• Email ticketing. Tickets are created from incoming mail, answered by email, and ‘cc’ recipients are managed. You can set up one or more service desk email accounts to be monitored.
• Self-service portal. End users raise tickets, track progress and respond to information requests.
• Telephone. Agents log incidents received by phone. Correct categorization and standard responses make this quicker, and these incidents can be viewed on the web and answered by email.

Automation, alerts and SLAs

IntelliRules automation allocates tickets by category, location and configurable routing rules; escalates incidents on SLA violation or by configurable rules; and creates tickets from specific events and from emails with incident information.

Alerts include email notifications at every step of the incident cycle and configurable ‘cc’ notifications on critical incidents.

SLA management can be configured across incident types, locations, support hours and holidays, and custom SLAs.

Proactive maintenance

Reactive support waits for a customer to report an incident, then logs and resolves it. Proactive maintenance is closer to preventive maintenance: regular, planned tasks that avoid repairs and asset failure. The Auto Tickets function creates tickets automatically for regular activities.

Asset CMDB integration, machine learning and dashboards

Euladox Helpdesk IM is fully integrated with Euladox ITAM, which covers hardware asset management, software asset management and contracts management. The Asset CMDB gives an automatically discovered ITAM database and the fields needed for a CMDB, so incident requests can be linked to assets.

Embedded machine learning helps categorize incoming incidents by reading the text of email requests. Built-in business intelligence gives dashboards for user behavior, asset status and agent productivity from the first day.