PROJECT & ORDER MANAGEMENT
Group and monitor all communications related to the support of various channels in a single platform. Creation and allocation and tracking of the progress percentage of each task with visualization of the tasks through the Kanban board and chronological through the Gantt chart; integration with Scrum Methodology of project execution
Customize your workflows, customer portal, agent roles, and other service desk desktop features.
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.
ID4SERVICE manages the information flow between all the intervenients, controls important data, such as response times and other performance indicators, established in SLAs.
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.
Prioritize, rank, and assign tickets so you never lose control over them.
Time recording on each order
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.
ID4SERVICE is a multi-company system, allowing tickets to be managed on a single platform.
Work together with teams to solve customer problems quickly and effectively
Solve complex, multi-stage problems faster by breaking them down into dependent tickets.
Include approvals in your workflows. Send approval requests to your manager and record the justifications.
Share the content of tickets with other teams without losing visibility into the progress of problem resolution.
Discuss specific parts of the tickets with experts from any department in the company to find the best solutions.
Identify problems, plan based on metrics, and improve Service Desk performance
Understand how different agents and groups perform their tasks based on the various Service Desk metrics.
Analyze how your customers feel about your service using satisfaction surveys.
Monitor your Service Desk using real-time data on tickets, trends, and groups.
Use ID4SERVICE's built-in features to automate repetitive tasks from your service desk.
Automatically notify customers and agents of changes to your tickets.
Automatically assign tickets to agents and groups based on requester or request properties.
Group and monitor all multi-channel support-related communications in a single platform.
Convert emails from support requests into tickets that can be monitored and resolved at your service desk
Allow customers to monitor tickets from your site and display related articles in the knowledge base.
Engage and support customers via live chat.
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.
Take control over all the assets in your management sphere, with a complete view over their 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.
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.
Control and receive alerts for warranty expiration dates or renewal dates of maintenance or licensing contracts.