Service Desk Ticketing System

The purpose of using a service desk is to ensure that your users receive relevant help in a timely manner.

Service Desk
IT Service Desk Software

WHAT IS SERVICE DESK?

A Service Desk is a ticket management system which allows businesses to implement strong and effective work-flows for IT Support requests.

The Support Ticketing Management System (also called as Help Desk or Help Desk Ticketing System or Remote Help Desk Support System), enables IT Support Providers to keep track of tickets raised by Clients, attend to them, reassign them to appropriate department, and generate reports and more.

reCIPHER Service Desk is a fully featured cloud-based ticket management system that is a part of reCIPHER Dashboard - a complete, scalable central IT management platform that includes Remote Monitoring and Management (RMM), Service Desk, Patch Management, Mobile/Endpoint security management and other essential IT management tools.

The reCIPHER Help Desk Ticketing System provides Clients with a single point of contact for meeting Support needs of all departments. A company, its customers, employees, business partners all would converge at the Help Desk and a strong and effective workflow would thus be maintained.

MSPs will be able to gain real-time visibility as issues develop and generate detailed reports based on project timeline, assets, costs, ticket type and staffing. Further, MSPs will be able to easily define service level agreements and configure ticket due dates, warnings and billing to match. It also allows the administrators to set up auto-responders, knowledge-base articles, and automatically assign tickets to departments/staff based on specific criteria

WHY DO YOU NEED SERVICE DESK SOFTWARE?


Do you keep track of your customer requests with sticky notes, and email - or have you upgraded to using spreadsheets?

Well, none of these is an ideal solution for keeping tracking of all those many requests that your customers would keep on generating…

You need to easily track as to what the issue is, who it came from, what kind of SLA is in place to resolve it and such things.


Why reCIPHER Service Desk and Ticketing?

  • Automate ticket management to facilitate service requests, SLAs, and ticket prioritization
  • Create, assign, track, manage, and integrate tickets for any number of custom issues
  • Implement strong and effective workflows for both internal and customer-facing support departments

Service Desk Vs Help Desk

There is some confusion around the concept that a service desk is different from a help desk. Sometimes the terms are used interchangeably, and in most cases - they are completely separate.

Service desks focus on the corporate strategy and is a single point of contact between IT management and its users. Help desk focuses more on the end-user needs, such as your customers and employees, or your clients if you're a managed service provider (MSP). They provide incident management to ensure that a customer's problems are resolved quickly and efficiently.

How IT Ticketing System Works?

IT ticketing system's main purpose is to enable people visiting a website to report their issues. It could be anything from site navigation, products or services, and it could also be used by employees, customers, clients or business partners. The user simply clicks a button to access the site's help desk and creates a ticket. The ticket system is the best option to deal with customer questions or reported issues.

Key Benefits & Capabilities of IT Service Desk

Anytime, anywhere access

The cloud-based solution lets you collect tickets from a variety of sources—including phone, web portal, email, or automatically from endpoint monitors—and even lets you access account tickets from a mobile app.

Effective communications

Ensure that customers get the information they need throughout the resolution process with customized greetings, automated emails and updates, and scripted responses.

Efficient workflows

Prioritize, handle, and escalate (when necessary) requests effectively with configurable ticket categories, automatic ticket routing, SLA tracking, and escalation procedures.

Visibility and reporting

Online, easy-to-use dashboards and comprehensive tracking and reporting give you a view into service requests.

Shared expertise

Integrated knowledge base helps your team avoid “reinventing the wheel” by documenting known issues and their resolutions.

User experience

Customer portal builds consistency and confidence in the support process.


TYPES OF SERVICE DESK

There are, generally, four types of Service Desks available-

Local Service Desk: Located within or near an enterprise's premises, it caters to the requirements of a small or medium-scale enterprise. It would help address requirements of country-wise or location-wise entities of an enterprise. However, this service desk would not be enough to handle large volumes of calls or service requests.

Centralised Service Desk: A more cost-effective and efficient solution for ticket management, the centralized service desk helps manage larger volumes of tickets/calls with fewer staff members. An enterprise that maintains local service desks will benefit by merging them into a centralized desk.

Virtual Service Desk: This is the most commonly used type of service desk among enterprises, corporate and IT companies. Through the Internet, a single, centralized Service Desk takes care of all tickets raised from all types of devices and entities in different geographical locations. The tickets can also be addressed and managed by personnel in various geographical locations.

Follow the Sun Service: Some enterprises combine Service Desks located at multiple geographical locations to provide round-the-clock service.

reCIPHER SERVICE DESK

reCIPHER Service Desk is a fully featured ticket management system offered as part of reCIPHER Dashboard,. reCIPHER Service Desk allows Clients to implement effective workflows for support issues.