Service Desk

26 /072022

Service Desk

Lifecycle Management of Service Request

Enable end-to-end lifecycle management of any service request with integrated ITIL-aligned modules like incident, problem, knowledge, change, and release management.

- Build context through relationship mapping for better RCA

- Leverage knowledge management with advanced search to promote self-help and deflect tickets

- Effectively manage, plan, and implement changes and automate the change process with integrated workflows

Service Desk Automation

Get rid of manual repetitive tasks using intelligent workflow automation and time-consuming conversations with end-users about known issues using a virtual agent.

- No code workflow builder to create multi-level workflows

- Manage technician workloads and trigger intelligent assignments

- Create scenarios for specific incident types

- Accommodate every use-case with our bot framework that allows integration with any 3rd party application

SLA Management

Resolve tickets promptly based on priority, get notified on SLA breach, and measure SLA performance using SLA Management.

- Create multiple SLA policies and escalation criteria

- Auto-escalate tickets and notify key stakeholders on SLA violations with pre-defined automation rules

- Measure SLA performance using compliance reports to gain visibility into the service delivery


Engagement with Virtual Agent

An NLP-powered, Virtual Agent to help organizations minimize tickets with known solutions through automated, personalized responses and by providing access to the knowledge base, saving plenty of time for technicians to focus on pressing issues.

- Drag and drop conversation builder to create conversation flows

- Train multiple models with common search terms

- Create custom chat plugins to enhance functionalities

Multi-Channel Adoption

Elevate customer experience through a multi-channel service desk. Enable users to select the mode of service delivery ranging from email, through the self-service portal to chatbots.

- Maximize user engagement by leveraging social channels like WhatsApp, MS Teams, etc. into self-service

- Allow users easy access to the service portal from our mobile app

- Make knowledge base accessible from the service portal via an advanced search