Service Desk Software
Service desk software allows any type of service department to efficiently manage service requests.
In the simple model above, you can see how a system collects, tracks, and routes individual service requests to the proper staff for processing.
Internal and external users are given access to a portal where they can submit service requests, track the status of their requests, take any necessary follow-up actions and provide feedback to staff handling their requests. Service Agents have access to service history, a knowledge base, and tools for managing requests efficiently.
Administrators create service request-specific forms that collect all required information to ensure that the proper service request information is provided in the proper format.
Administrators also create workflow rules and processes that take submitted forms and route them as needed. Processes can be multi-threaded flows that branch off based on logic built-in to the workflow.
Administrators can access service performance data, view individual requests, track SLAs, and discover overall service trends to make improvements and improve the service experience.
With a flexible service desk system that isn't designed for a specific service offering, there is a wide range of internal services that can be managed. Here are a few examples of service workflows that can be automated:
Service desk systems provide tools for developing workflows that follow preset business rules and ensure that requests are received by the best person to handle them. This can be based on role, management level, department, etc.
Alerts can be configured to indicate that a new service request has been submitted as well as reminders at preset intervals that ensure the request is handled in a timely manner. This prevents the need for emails and phone calls to follow up on request status. In addition, the requester can track the progress of the request and see who is currently working on it.
Here's an example of a process designed with Integrify that allows employees to make a maintenance service request:
First, the Maintenance Form is completed.
Then the Technician does the work and completes a form.
And this is the complete service maintenance request process. You can click on the image for a larger version of the process.
We have a variety of resources to help you on your journey to an automated service desk workflow.
To see how quickly you can begin automating your service processes with service desk software from Integrify, request a demonstration or trial.
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