Helpdesk acts as a ‘single point–of–contact’ for internal and external customers of a globally distributed organization. Today, for any organization, it has been proven that without a well–defined support mechanism that is aligned with the business goals, it is hard to mitigate the risks of losing potential and existing customers. A Helpdesk System is also very essential for controlling the costs of customer support and services.
Kovair Global Lifecycle, the flagship product of Kovair Software, Inc., provides an integrated out–of–box Helpdesk Management Solution Template with built in configurability for specific business needs, and a capability to integrate with third–party tools (see Kovair Global Lifecycle Add–ons and Adapters). Kovair’s Helpdesk Management has a wide array of industry leading features, which assure effective support–service mechanisms and value addition for the business.
Kovair Helpdesk Solution Template Helps in
* See Helpdesk Process Diagram
Salient Features of Kovair Global Lifecycle’s Helpdesk Management
Single Repository for Multiple Applications (Entities) in a single box
- Preconfigured Helpdesk Template Entities: Helpdesk Ticket, Issue, Change Request, Knowledge Base
- Additional Custom / User–defined Entities can be created as required
Entity Tracking Features
- Exact up to the minute status of all items
- Audit Trails
- Access Control / Custom Views
- Repository
- Version Control
- View / Filter/ Reporting
- Custom Layouts & Forms
Collaboration
- Multi–threaded Contextual Discussions
- Document Management
- Notifications with Customized Text and Macros
Traceability
- Across Entities: Scope to define relationships among Helpdesk entities e.g., Ticket, Bug, Requirement, etc. enables complete Traceability across them.
- Single view to see cross–entity Traceability
- Proactive Impact Analysis
Automation
- Process Automation: Full Workflow with Visual Designer that enables design of customized Helpdesk Workflow and automates the Process (* See Helpdesk Process Diagram)
- Policy Engine: Event–based Business Rules
Reporting
- Available in HTML/ Crystal/ Microsoft Word Template for the following reports
- Management Reports
- Status Reports
- Escalation Reports
Inter working with other Applications
- OMNIBUS – Integration Bus for ITTM: In addition to the single repository and common interface, the Helpdesk Management solution can be integrated with other vendor neutral tools for bug tracking, time management and planning.
Solution Benefits
- Global Solution with ‘Shared Repository’ and ‘Common Tool Interface’. The shared repository, and common tool interface together improve all service level activities by avoiding delay in time spent on customer requests. Since Kovair Global Lifecycle is 100% web–based, you can access the solution, view data, generate statistical reports, and manage Helpdesk Process, from any corner of the world – using a standard browser.
- Generic and Customizable – requires no Point Solution. The solution covers all areas of Service Level components aligned with business goals and quality deliverables. The in–built Text Editor of the solution has wide array of functionalities to help in formatting the complete description of a problem in a Ticket. According to the design of customized Process, the assignment and prioritization, and escalation of a Ticket are defined.
- Comprehensive solution to improve ROI. Kovair Global Lifecycle’s Helpdesk Management mitigates the costs associated to support services, training, and administrative activities.
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