ORGANIZE

One of the functions of a Service Desk system - ID4SERVICE - is to centralize the attendance of numerous communication channels, such as e-mail, portal, social networks and telephone. The tool allows to store, categorize and organize a repository with all the history of interactions with customers and a shareable and reusable knowledge base.

CONTROL

ID4SERVICE manages the information flow between all the intervenients, controls important data, such as response times and other performance indicators, established in SLAs.

OPTIMIZE

The company is able to measure and optimize the interactions between its support team and its customers. Items such as team performance, service time, response, and customer satisfaction are some of the metrics that can be tracked and used for continuous improvement of service quality.

Definition of
Tickets

FOLLOW THE CONVERSATIONS

Prioritize, rank, and assign tickets so you never lose control over them.

A POWERFUL HELPDESK

Time recording on each order
Change Management
Intervention Management
Problem Management

SCENARIO AUTOMATION

Perform multiple actions on a ticket with a single click through repeat action automation.

CUSTOM TICKET STATES

Create custom statuses that fit your workflow to identify what phase the ticket is in.

INBOX PER TEAM

Monitor all incoming support tickets from multiple channels with a single inbox.

MULTI
COMPANIES

ID4SERVICE is a multi-company system, allowing tickets to be managed on a single platform.

SOLVE PROBLEMS TOGETHER

Work together with teams to solve customer problems quickly and effectively

TICKET LINK

Solve complex, multi-stage problems faster by breaking them down into dependent tickets.

APPROVALS

Include approvals in your workflows. Send approval requests to your manager and record the justifications.

INFORMATION SHARING

Share the content of tickets with other teams without losing visibility into the progress of problem resolution.

TEAM WORK

Discuss specific parts of the tickets with experts from any department in the company to find the best solutions.

EVALUATE AND INCREASE EFFICIENCY

Identify problems, plan based on metrics, and improve Service Desk performance

Reports
Understand how different agents and groups perform their tasks based on the various Service Desk metrics.

Customer satisfaction
Analyze how your customers feel about your service using satisfaction surveys.

Dashboard
Monitor your Service Desk using real-time data on tickets, trends, and groups.

INCREASE YOUR TEAM'S PRODUCTIVITY

Use ID4SERVICE's built-in features to automate repetitive tasks from your service desk.

Automatic Notification
Automatically notify customers and agents of changes to your tickets.

Ticket Distribution
Automatically assign tickets to agents and groups based on requester or request properties.

EMAIL

Convert emails from support requests into tickets that can be monitored and resolved at your service desk

SITE

Allow customers to monitor tickets from your site and display related articles in the knowledge base.

CHAT (Optional)

Engage and support customers via live chat.

PHONE (Optional)

Connect a fully functional call center and record and track calls, turning them into tickets.

SOCIAL NETWORKS (Optional)

Integrate your company's Facebook and Twitter page and monitor pages within the service desk.

LIFE CYCLE

Follow the asset from its acquisition, entry into stock, putting into use, maintenance stoppage, to its disposal and write-off. Know at all times the status and location of each asset.

INVENTARY

Get permanent control over all kinds of assets, including software, hardware and components, at the individual level. Discovery of equipment on the network and its vulnerabilities. Equipment exit/entry report.

CONTRACTS AND WARRANTIES

Control and receive alerts for warranty expiration dates or renewal dates of maintenance or licensing contracts.