Service Desk

Does your company still not have a helpdesk equipped with the necessary resources for issue solving and service requests? Would you like a process in which customers will get to start and check their tickets in real time, making it easy to access information and bringing more autonomy and transparency? With the automated Service Desk process, you have everything you need to easily handle and manage the requestes, assuring your users with the help needed in short time, helping the improvement of your services and increasing the customer’s satisfaction.

  • Centralize the ticket start and handling in one single platform.
  • Improve response time and increase user satisfaction defining and meeting SLAs. Offering high level technical support with two levels for more complex requests.
  • Increase your attendant’s productivity offering a Knowledge Base with finished solutions, padronized response automations, ticket history and reminder inclusion.
  • Optimize users’ tasks providing pre-formatted solutions and rationalize your technician’s time avoiding repetitive effort in simple occurrences.
  • Promote transparency with real time monitoring of information and dashboards.
  • Manage your team’s activities and satisfaction levels with portals and detailed queries. Have full visibility of ticket progression, load distribution and deadlines.

The automated Service Desk process provides you and your company with tools for ticket management, effectiveness control of your solutions and result improvement.

  1. Items included in the Offer
    • 1 (one) workflow process: SD-01 – Service Desk – Flow and actions;
    • 2 (two) responsive forms:
      • ServiceDesk – Service Desk – Main form with tables and standard fields for intelligent data entry (rules) to be completed according to the process flow;
      • SDSurvey – Satisfaction Survey – Standard tables and fields for intelligent data entry (rules) to be completed according to the process flow;
    • 3 (three) monitoring portals:
      • My tickets;
      • Support Portal;
      • Service Desk Management.
  2. Executed activities
    • Process implementation in the test environment;
    • Process implementation in the production environment;
    • Presentation and training of the process for up to 10 (ten) people;
    • Process configuration adjustments.
  3. Premises
    • Be licensed for SE Process, SE Workflow, SE Form, SE Analytics, Knowledge Base and SE Customer/SESupplier components;
    • The environment to be used must have the same version of the SoftExpert repository when the offer is implemented.
    • High performance remote access (via VPN or similar);
    • Access to a license in the Manager profile is required for the consultant while carrying out the work;
    • Changes in parameterization, process, forms or stratifications (portal or views) that exceed the workload foreseen in the offer, must be budgeted later;
    • Only SoftExpert will be able to provide the service of alterations and assistance to this offer.
  4. Restrictions
    • The offer does not foresee integration with other systems, however, if necessary, they can be budgeted separately;
    • The SLA configuration is limited to 12 (twelve) parameterizations, if more are needed, these can be budgeted separately;
    • This offer does not provide for specific management reports, but these may be budgeted separately;
    • This offer limits to 48 hours of remote consulting for the process usage training and alterations that do not exceed this workload.
    • SoftExpert will not register or load massive data, such as, for example, user registration, area, function, functional role, lists of values etc. This ensures that SoftExpert is only responsible for creating the structure of the process, but not for registering the information, since at that moment it is not possible to identify the volume of data, which makes the budget impossible;
    • Regulated customers who contract the SoftExpert validation kit will not have this process in the kit. Therefore, to validate the processes of this offer, it will be mandatory to hire a specific validation kit.
  5. Specific Exclusions
    • Complete training of the components involved will not be provided;
    • No activity that is outside the scope provided for in item 2 – Performed Activities will be carried out.
  6. Additional Information
    • This offer can be executed remotely. If the execution is in the customers place, the expenses with logistics are customer’s responsibility.

$ 3,515.00 (Three thousand five hundred fifteen dollars).

Annual SLA
$ 155.00 (One hundred fifty-five dollars annually).


Add to Wishlist
Buy now