Service Desk Solutions
Service, Guidance, Support
Service Desk is a single point of contact between service provider and users. It allows your company to provide IT support services to customers for all their IT needs. Service Desk is an essential part of every company that aims to provide customer support and integrate business processes into the service management infrastructure.
Our Service Desk extends the Helpdesk system and offer a broader range of service capabilities. It is designed to handle both incidents and service requests.
Our Service Desk system is built on the Odoo Platform and composed of the core modules that provide incident and service management, as well as a large number of various addons. These addons provide additional functionality of the main system. Each of them can be installed separately to add a specific feature. We designed several Service Desk bundles with different sets of addons to satisfy the needs of even the most demanding companies. Our modular system provides a great possibilities for customization. Each Service Desk bundle can be upgraded or modified for customer needs. We can also do a custom collection for you.
There are Service Desk, Service Desk Pro and Service Desk Ultimate bundles available for now. All of them can be bought directly or downloaded from Odoo Marketplace. For non-Odoo users, we provide a complete set of works to easily get the final product. For any questions, submit a request or contact us.
Our Service Desk is a comprehensive solution designed to meet the needs of most companies, providing incident and service management features, as well as a user-friendly website interface for external users to submit and track requests.
With customizable services, request types, categories, stages, and routes, Service Desk provides a suite of tools for managing service requests. Users can also set priorities, make manual assignments, schedule events, participate in internal chat, establish connections between requests, and link Odoo documents with requests.
Service Desk also offers advanced functionality for managing the lifecycle of requests. This includes automatic creation of requests from incoming emails, manual creation of requests with a single click, and the ability to configure canned responses for quick and easy communication.
For added convenience, our solution streamlines email request handling by automatically creating requests from incoming emails, enabling manual creation with a single click, and offering canned responses for quick communication.
Finally, Service Desk allows you to easily configure additional information fields adjusted to specific types of requests, ensuring that users can efficiently collect the necessary information to meet their unique needs.
Service Desk Pro
Service Desk Pro supports Service Level Agreement (SLA) and SLA Log in requests. It allows to set SLA rules for each request stage with warnings and time limits. SLA rules can be set per service. All SLA actions and events are logged and can be analyzed using SLA Reports.
In addition, Service Desk Pro provides team management capabilities, allowing you to create and assign teams to specific requests.
Users can create and assign custom todo tasks to requests, tailored to their individual needs, to maximize productivity and save time. Additionally, the Request Invoicing feature makes it easy to create invoices for completed requests, simplifying the billing process.
Service Desk Pro also includes a survey feature, allowing you to select and send surveys from a request form. Completed answers are linked to a specific request and can be seen from the request form, providing valuable feedback on the customer experience.
In summary, Service Desk Pro is an all-in-one solution for managing customer requests, improving team performance, and providing valuable insights into the customer experience. It's the perfect tool for businesses looking to take their support operations to the next level.
Service Desk Ultimate
Based on our Helpdesk Ultimate bundle with addition of service support. This bundle has the most complete set of Bureaucrat modules. It has all functionality of the previous bundles and much more additional options to automate request processing using automated actions, automated routes and custom assignments.
The Automation Action feature allows you to automate certain tasks, such as sending automatic surveys to customers on the certain stage or
assigning request to different team, when category changed.
is helps to reduce manual intervention and saves time for your support team.
Automated routes allows to set up triggers to automatically move requests by the route if certain conditions are met. Automated actions can do automatic assignments, subscription, create subrequest or perform custom programmed server action. These advanced addons can greatly automate and optimize processing of requests.
This bundle also adds ability to create custom assignment policies, provides parent / child relationship to requests (create subrequests), integration with project tasks, ability to link requests to documents and between each other, ability to reopen closed requests with a new type of request, teams, etc.
Service Desk Ultimate bundle is a service desk system designed for customers who require a high level of customization and automation in their support processes. It includes several features to help streamline support requests and ensure they are handled efficiently.