Help Desk software

ManageEngine ServiceDesk Plus is an IT help desk software which helps to manage all your help desk requests efficiently. Tracking emails and phone calls becomes easier with ServiceDesk Plus as it manages the requests with several automated process like request routing, business rule application, SLA management and escalation management. Its easy to install, implement and provides a good user experience.
ServiceDesk Plus offers Help desk Managers the right set of features that are simple and easy to use. It helps them focus on winning users' satisfaction without having struggle with technology or tools.

Self - Service portal:

The web-based Self-service Portal reduces the help desk call volume to a greater extent by helping the user to raise their own requests, tracking the statuses of their requests and browsing through the available solutions before they report an issue. Keep the end user informed about the major outages or down-times by adding announcements in their self-service Portal.

Knowledgebase:

Create a robust knowledge-base in your helpdesk application for the users to find their solutions before raising a request using ServiceDesk Plus. This also helps the technicians to reduce the turn-around-time in finding the resolution for an issue.

SLA Management:

Give solution to a request within the defined resolution time and improve the customer satisfaction by defining your SLA and setting up different escalation levels for the SLA violations in your help desk software. This helps to prioritize the request and set different colors to the priority levels.

API Integration:

Integrate your web-based help desk software with any thirdparty software with API integration and manage your events or requests created else where

Business Rules:

Enable the auto-dispatch of Requests to different levels, priorities, categories, technicians etc., by using business rules. Around 70 percent of the requests coming to your help desk software get assigned automatically into appropriate
classifications using business rules.

Notification Rules:

Send confirmation receipts to the users and support engineers automatically from your help desk software by enabling notification rules. Get these automatic alerts from ServiceDesk Plus at the time of request logging or a change inside the request or whenever the request gets assigned to a technician or a group or at the time of SLA violations.

Reports:

Get complete reports on IT Help Desk load, technician performance and SLA violation etc., using the Help desk Reports and do a trend analysis to find out how the service failure happened.

User Survey:

Get to know the satisfaction level on the issue resolution and the technicians competent level by enabling user-survey. This helps to streamline your IT service and improve the customer service to a greater extent.

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http://www.manageengine.com/products/service-desk/help-desk-software.html