SUPPORT YOUR CUSTOMERS FROM ANY WHERE AT ANY TIME
enSiteITSM© is a help desk system for anyone from small companies to large enterprises. With its powerful flexibility, enSiteITSM© can be configured to do just about anything to help you optimize your help desk needs. It is a means for help ticket submission and tracking, automatic ticket assignment to teams and individuals, and alerts staff and clients on ticket status. Deploying enSiteITSM© will help IT focus on solving the problems of their clients instead of worrying about their client requests falling through the cracks.
Set up your organization to help your customers
Is your company relying on technology to help it operate and generate revenue? Is your IT department under staffed? Then enSiteITSM© Helpdesk is for you. enSiteITSM© will help you support your entire organization in an organize, contextual, responsive and collaborative manner.
KEY ITSM FEATURES
Help Topics. Configurable help topics for web tickets. Route inquiries without exposing internal departments or priorities. Tickets can be streamlined for faster response times by being routed to pre-determined epartments. Combined with custom forms, you can design a form for a specific help topics to gather additional information for specific requests.
Assign and Transfer. Transfer tickets between departments to make sure it’s being handled by the correct staff. Assign tickets to a staff or to a team.
Agent Collision Avoidance. Ticket locking mechanism to allow staff to lock tickets during response and avoid conflicting or dual responses. Avoid multiple agents responding to the same ticket at the same time! You set the amount of time the lock remains on a ticket. When a ticket is locked, other staff can not respond to the ticket until the lock expires.
Auto-Responder. Configurable automatic reply sent out when a new ticket is opened or a message is received.
Internal Notes. Add internal notes to tickets for staff. Activity logs let you see events or actions that have been taken, when they took place, and by whom.
Service Level Agreements. SLA Plans allow you to track tickets and due dates without the hassle.
Customer Portal. All support requests and responses are archived online. User can login using email and ticket ID. No user account or registration required to submit a ticket.
Dashboard Reports. Get system overview and basic historical statistics on tickets count and status per department, staff and help topics.