SIDGI Suite - Help desk

Main characteristics:

• All calls are centralized which facilitates follow-up;
• The assignment of a call category allows for a better delegation of task to the individual with the most skills to resolve the issue;
• The priority level designation determines the severity of each call;
• Stakeholders are seeing only the calls that are assigned to them;
• Only an administrator can see all calls and interventions;
• Calls and status of calls (solved, pending, etc.) are visible at a glance.

Features which simplify your life:

• The creation of call models accelerates the data input process of repetitive calls;
• A list of users/clients prevents from entering complete data on every call;
• A reminder informs you when a pending task due date has expired.

Improvement of the relations with your users/clients:

• The help desk allows the administrator to have fast and easy access to the information pertaining to the users/clients contacting you;
• By selecting a specific user/client in the list, you automatically get all information associated to him/her. ie. Location, phone extension number, etc.;
• Users/clients can send their own requests directly from a Web form, located on the intranet.

Additional interesting features about our help desk:

• Computing project management;
• Suspension of a call with the option to follow-up;
• Tracking tool to post number of hours worked on each intervention;
• Dynamic list of organizational units in your company;
• Dynamic list of all users in your company.

Connection to the SIDGI inventory module:

• In the event that the SIDGI computer inventory module is present, a connection with the help desk allows you to follow-up on the history of interventions, per equipment.