Operation
By automatically routing Help Desk requests to the relevant department, Vision Desk enables the problems signalled by users to be solved more quickly.
Vision Desk may also be used to provide an efficient support and internal communication service within the company, by speeding up and simplifying the communication dynamics typical of working environments.
Once installed on the server, Vision Desk combines with your Web site, thus enabling your customers and operators to enter requests from any computer connected to the network, at any time, 24 hours a day, 7 days a week, thus eliminating the need for telephone calls to get an answer.
Each request is made exclusively in the Web environment and directed immediately to the relevant staff, who will receive a signalling email. Subsequently, it will be possible to check the state of progress of your requests, whether they have been read or not and whether the person responsible for dealing with it has answered or not.
Once the request has been closed, a return eMail will be sent and the request will be filed in the database.
The request can be recalled whenever a similar problem is found, increasing further the speed with which more frequently occurring problems are solved.
Continuous Monitoring
On-line knowledge database management enables you to analyse your company records at any time, from any computer, and also to create FAQs for the most common cases.
How many requests have been received? How many answers have been given? What channels did these requests come from? How many have been opened, are in progress and have been closed? Finally, which sectors receive the most?
Vision Desk knows the answers and can create reports both in text and graphical format.
By allowing users limited access to the database, anyone can find the answer to their question on their own without having to spend time and money contacting the operator.
Multi-design, Multi-sector, Multi-module
The strength of an efficient Help Desk service is the ability to direct problems immediately to the persons best equipped to handle them, thus enabling them to be solved more quickly.
For this reason, Sysman has created a platform characterized by simple implementation and personalization, in which central design management enables specific request modules to be created for each sector handled.
In addition, the possibility of creating an infinite number of designs/sectors, with which an unlimited number of operators (capable of following the request through in a shared or exclusive manner) can be associated, enables the Sysman software to adapt to all kinds of companies, to ensure that the best results are always obtained.
Service Level Agreements (SLA) are essential tools for demonstrating the efficiency of a multi-layer and/or multi-service Help Desk service.
SLA management entails defining two possible parameters:
the maximum time required to close a ticket per design/sector and the maximum time required to take charge of it, understood to mean the time between the moment the ticket is opened by the User and the initial assignment to a member of the Staff responsible for handling it.
The introduction of SLAs enables the expiry date and time of a request/ticket to be calculated automatically for each design/sector. This is done by defining one or more working “calendars” for the Help Desk service, on the basis of which the working days and shifts are specified and completed, where appropriate, by the calendar of the holidays on which the service is suspended.
The management of e-mail “alerts”, when an SLA is about to expire or a ticket is to be taken charge of, enables the system administrator and any other members of staff to keep track of how the terms agreed upon with the customer are respected.
