What is OpenEye HelpDesk ticket support?
Automation notifications and cases
OpenEye Tech Support helps better manage support and service requests. The Tech Support sustem works well for companies regardless of their business profile that handle short-term notifications or issues such as complaints, failures, errors, tasks. Its use improves the functioning of service departments and the work of consultants, making the process of handling requests more efficient and faster.
How does the OpenEye Tech Support work?
Handling multiple processes for multiple organizations, on a single platform
The operation of the HelpDesk system involves controlling the ticket handling procedure and ensuring the correct execution of services in accordance with signed Service Level Agreements (SLAs). The system’s monitoring of task timeliness prevents the consequences of improper functioning within customer care and helpdesk departments.
The implementation of the Tech Support sustem can be carried out as a module within the OpenEye SCADA system or as a standalone application.
Benefits
Highest safety standard
Handle requests more efficiently and eliminate recurring ones
Accelerate request handling processes
Increase in efficiency
Higher quality of work and services provided
Optimize the operating costs of support departments
Improving communication within the organization
Standardize procedures for handling requests
OpenEye HelpDesk system components
One goal, many possibilities
OpenEye Helpdesk supports all areas of ticket handling. From registration of requests, through ongoing monitoring and modification of statuses, detailed history of requests, generation of statistics according to the set parameters, to exchange of comments on the solution of the problem.
Among the functionalities of our system one can distinguish the creation of escalation paths for the attendant and the orderer, thanks to which the situation of a given request and further stages of its handling are completely transparent. Also important is the full record of notifications and all activities related to their handling.
In addition, OpenEye HelpDesk provides a flexible way to handle notifications, and the entire process is in accordance with the ITIL model. The system features a clear and intuitive user interface with a selectable list of displayed columns and advanced filtering options. Full management of the environment is available from a web browser.
OpenEye HelpDesk features:
