SERVICE MANAGEMENT

Ticket Management

▪ Email Ticketing
▪ Social Ticketing
▪ Self Service Portal
▪ Ticket through Website
▪ Phone Ticket with Call center integration

Helpdesk Management

▪ Automatic Ticket Assignment
▪ Manual Ticket Assignment
▪ Time based trigger
▪ Event based trigger
▪ Canned response

SLA & Escalation

▪ Business rule management through SLA
▪ Group, Company level SLA
▪ Multiple SLA Policies
▪ Escalation Matrix

Reporting

▪ Role based Report and Dashboard
▪ Performance Dashboard
▪ In-depth report
▪ Trend Analysis

Admin & Others

▪ User Management Policy
▪ Rule Creation
▪ Business Hour Association
▪ Group Creation

Email Ticketing

Social Ticketing

Self Service Portal

Email Notification

Group Creation

User Management Policy

Automatic Ticket Assignment

Time Triggered Automation

Event Triggered Workflow

Round Robin and Load Balanced Ticket Assignment

Business Rule Management through SLA

SLA Reminders

Escalation Matrix on SLA Violation

Multiple SLA Policies

Product, Group or Company level SLAs

Business Hours Definition

Role Based Dashboards

Dynamic Reporting

Agent and Group Reports

Performance Distribution