SERVICEDESK

The request managementmodule enables you to process requests in a structured way. You can specify a process for each category of request and task for persons or organizations are created automatically. Customers can submit request, review the status online and do not have to call anymore. Managers can review the open requests, analyse process time and bottlenecks en check compliance to service level agreements. This helps you to save cost and improve service to your customers.

Intelligent forms: Users can quickly enter requests via smart forms with default settings and input validation. This way you capture the right information to process the request.

Consistent processes: By using workflows the requests are processed in a consistent manner. Tasks and automatic escalations ensure that all steps are taken care of.

Digital file: Requestors can enter information and upload documents. For example, when handling a customer complaint you can attach a scanned letter, photo or email with details on the issue.

Faster processing: Tasks are assigned automatically and are displayed in the user's personal task list. The run time and response time is calculated per step in the workflow.

better_service: Requestors can track the progress of their requests online and do not have to call. Managers can review the status of all requests in the organization to ensure compliance to service level agreements.

Improved analysis: All steps in the request processing process are monitored and you can get an instant overview of response times and bottlenecks. Results can be displayed via reports, graphs or digital dashboards.

The module can be configured for each user group by setting access rights to fields and functions. You can also define your own processes for modifying or creating data by defining custom workflows. Specific functions for your organization can be implemented on request.

FEATURES

	Screens Screen layout Stylesheets Intranet integration Input validation Document upload Field security		Analysis Response time Total time Time per task Time per person Averages Minimum/Maximum		Digital file Email Photos Letters Work orders Contacts Notes
	Setup Screen layout Custom fields Custom workflow Problem types Knowledge base Stylesheets		Related objects Equiment Areas Properties Employees Contracts Workorders		Integration LDAP Intranet FTP in/out Email in/out Stylesheets Web services
	Workflows Graphical design Email notifications Automatic tasks Parallel paths Authorisation Roles		Notifications Task list Email notification PDF Work orders Reports Triggers		Reporting Word templates Sorting and grouping Graphs and charts Digital dashboard Email reports PDF, HTML, XML