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Helpdesk

Resolve issues and requests on time and boost employee productivity!

Take your issue / request resolution online. Ensure adherence to SLA. Reduce wastage of time. Make a positive impact on your organization’s  bottom line.

High-Level Features

Category / sub-category configuration

Configure the categories and sub-categories of tickets (requests / issues) that employees can raise in the system.

SLA configuration

Configure the SLAs for each type of request and issue (expected turnaround time and escalation conditions) and ensure adherence to the SLA.

Fulfiller group configuration

Create groups of fulfillers and assign them to various categories and sub-categories.

Request lifecycle

Allow your employees to raise tickets for new requests or reopen old ones, approvers to approve / reject them, and support staff to fulfil them.

Issue lifecycle

Allow your employees to raise tickets for new issues (incidents that need urgent attention) or reopen old ones and support staff to fulfil them.

Flexible assignment

Allow fulfiller heads to assign tickets to fulfillers manually or let the system do it automatically for you.

Query Builder

Get many ready reports at the click of a button. If you need more reports, build them with the help of our Query Builder.

Insightful Analytics

Gain deep insights into the data generated by the app with the help of analytics that we have thoughtfully created for you.

Reminder framework

Stop worrying about not getting things done on time with Nitovate’s configurable timely reminders and focus on what you do best!

Auto-approval framework

When even timely reminders can’t get things done on time, allow our flexible auto-approval framework to solve the problem for you.

Notification framework

Get notifications about all the actions performed in the system, by whom and when, and always stay on top of things!

Industry Facts

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  • 53% of customers find 3 minutes to be a reasonable time while waiting for a support agent.

    www.desk.com

  • One week was the longest that customers would wait before ending business with a company. By today’s standards, 24-48 hours can be unacceptable.

    www.desk.com

  • The average customer service Service Desk tracks more than 25 metrics.

    www.thinkhdi.com

  • 80% of the value you receive from performance measurement and management in your Service Desk can be derived from these seven simple metrics: Cost per Contact, Customer Satisfaction, Agent Utilization, First Contact Resolution Rate, First Level Resolution Rate, Agent Satisfaction, Aggregate Service Desk Performance.

    www.thinkhdi.com