WebCon Simple Help Desk is ready to use help desk solution that manages assignment of tasks within Help Desk group. Resolution of tasks is based on a five step help desk workflow. Using categories and help desk workflow support, the process is better organized, faster and documented.
Help desk supervisors have constant access to all information regarding any changes to assigned tasks. That allows to control quality of service provided.
Help desk analysts have fast and clear access to tasks assigned to them. They are informed about all new tasks via e-mail. All changes to tasks are also reported through e-mail notifications.
While adding a new task you can:
- choose a category
- set priority
- assign task to an analyst
- set maximum time for resolution
- add description for the task
While working on the task you can also:
- change all basic parameters
- return task to its author
- change assigned person
- add comments
Very important element of Simple Help Desk system is reporting section. Supervisors and personnel with assigned tasks have access to personalized reports. Managers can see help desk analysts and number of assigned tasks, list tasks that are still open, re-open tasks. There are also a few graphs showing statistics on help desk activity. Help desk analysts have access to personalized reports that display all important statistics about tasks assigned to them.
Flexible configuration allows the system to be adjusted to specific requirements.