Better Ticket Management, From Creation to Resolution
There Is a Better Way to Deal with Tickets
InvGate Service Desk makes it easy to log, manage, and report on the IT issues that are affecting your company and its people. Not only for a quick resolution, but also for offering a good end user experience.
Categorize Tickets so Agents Can Focus On What’s Most Important
Separate service requests from end-user issues to ensure that IT support can focus on what’s most important across all the tickets in front of them. Different service levels can apply to both incidents and service requests, for better prioritization and workload management – providing better expectation management for end users.
Facilitate Self Resolution
Foster user self-resolution with a brandable and customizable self-service portal, and take pressure off the IT staff by proactively suggesting solutions based on existing knowledge base articles.
Recycle Existing Knowledge
Bolster the knowledge of IT support staff, and improve the speed of issue resolution, through the use of knowledge articles.
Automate Ticket Management
Simplify ticket management through the use of intelligent automation. Route tickets to the most appropriate resolver or resolvers based on any combination of factors such as user group, severity, or ticket type.
Measure and Improve Service Level
Provide IT staff with greater insight into their operational performance and potential improvement opportunities with customizable and real time performance service desk analytics.
Benefits of InvGate Ticket Management
InvGate Service Desk will help your company to up its IT support, IT help desk, or IT service desk game. Thanks to support-process formalization and enablement – through workflow and automation, alerting, knowledge bases, self-service capabilities, and reporting and analytics – IT teams can improve their operations and service delivery across a number of areas:
Increased speed of service restoration
A large element of end-user IT support expectations are based on how quickly their issues are resolved. InvGate Service Desk’s ticket management capabilities empower agents to get the most out of their working day – “working smarter, not harder.”
Improved customer satisfaction
The concept and need for customer experience has worked its way from consumer-world customer relationships into the workplace. This impacts not only the human-to-human aspects of IT support but also how technology is used.
Standardization and the platform for improvement
InvGate Service Desk is built upon industry best practice that will allow your IT support team to both standardize and optimize their operations. This standardization will also play a key role in improving operations and services.
Improved staff morale and retention
With InvGate Service Desk there’s less tail-chasing, information is easier to access, more tickets will be resolved within agreed targets, and end users will rate the IT support team more highly. All of which make for happier IT support staff and a greater probability that they will stay with the team.
Evaluate InvGate as your ITSM Solution
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