Support Desk
Tracking IT support activities can be a challenge for any business whether you have a 10 person IT department and need to manage dispatching multiple resources to assist users in multiple departments, or you’re the one-person show and are responsible for everything that has a power cord, it’s important to have an easy to use system to track those activates. The Support Desk Extension for Macola 10 allows you to easily let users interact with IT support and capture key metrics about the types of problems that are happening and the solutions for those problems.
Key Features:
- Uses Workflow Request to let users enter tickets for themselves or others and tickets are routed to the appropriate Support Desk resource
- Configure problem codes and resolution codes that are applicable to your business
- Pre-configured document types that allows your Support staff and business to develop a knowledge base so users can have access to self-service help documents
- Comes with three Workspaces for users, support staff, and managers all designed for the people in each one of those functional areas to easily and quickly interact with the system
- KPI reporting on key areas such as overdue tickets, ticket response time and much more
- Track assets (such as laptops and phones) that are assigned to employees and link specific hardware to a support ticket
- Auto create tickets from emails that are sent to a specific inbox that you define
- Users can subscribe to tickets and get notifications when an update is made
