Facts

Process individualization

• Individual assignment of rights thanks to open user group concept
• Creation of own categories and assignment to user groups
• Process masks can be extended with user-defined fields
• Mapping of internal and external communication
• Automatic assignment of tasks to groups, roles and persons
• Flexibly designable user interface for tickets and ticket lists
• Workspace for users and supporters freely modelable
• User-specific dashboard as start page (also for unregistered users)
• Extensive filter functions in the ticket list

Quality of service

• Integrated knowledge base / knowledge database with reaction systems
• SLA Management
• E-mail notifications of ticket status to support and notifiers (individually controllable)
• Automatic triggering of actions by process steps in workflows
• Workflow Management: Workflows can be displayed graphically
• Automatic ticket escalation in several definable steps according to wait time, due date or category
• Prioritization and postponement of tickets
• Tracking of special tickets through watch lists
• Individual satisfaction and quality surveys
• Adaptation of the design to the individual CI of the company
• Design of tickets and reports according to personal requirements
• Tickets can be used as proof of activity (subsequent maintenance of tickets possible)
• What-You-See-Is-What-You-Get Editor

Interfaces / input channels

• Input channels: Self Service Portal, e-mail interface, Call In Support
• Telephony Integration (TAPI)
• Multi-channel approach (self-service portal or e-mail)
• Active Directory interface for user import and rights assignment via AD grouping
• User registration possible by simple data upload from CSV files. Alternative: Transfer of employee and device data from Asset.Desk
• Manual import of asset data via CSV interface

Resource Management

• Assignment of tickets by task areas, categories or directly to one or more agents or groups
• Manual or automated allocation of orders

Mobile

• Native app for mobile devices (iOS, Android)
• Offline function
• Push Notifications
• Directory services
• Integration of LDAP-based directory services (e.g. Novell E-Directory / MS Active Directory)

Introduction to business processes

• Flexible rights and category system
• Short implementation times
• Low development costs
• Easy updates
• Rapid ROI
• ITIL compliant / ISIS12 compliant
• Own customizing

Application

• Ticket recording by employees and / or supporters
• Ticket registration and processing via e-mail
• Categorization of the tickets on several levels
• Ticket allocation possible among supporters
• Multiple support levels mappable
• Use in the company or as support portal for customers
• Use in the Intra- or Internet

Supported languages

• German
• English