Help Desk


Advanced Help Desk Solutions
CBT’s Help Desk software offers a streamlined solution for managing customer queries and support tickets efficiently. Designed to enhance customer satisfaction, it provides robust tracking, automated responses, and detailed reporting to ensure timely resolutions and improved service quality.
- Efficient Ticket Management System
- Automated Responses for Quick Resolutions
- Detailed Reporting and Analytics

Application Framework
The application is based on the Microsoft .NET integrated framework for managing multi-location, multi-functional helpdesk services. It will enhance operational efficiency across the organization by promoting a ‘Self-Service’ model and enabling the tracking and reporting of resource utilization.
Why is this application essential?
Streamlines Support Services
A typical business day begins with numerous support-related queries. This application streamlines these services, providing swift responses and reducing time spent on resolving common issues.
Enhances Agility and Efficiency
In today’s competitive landscape, support functions must be agile. This application boosts efficiency in HR, IT, and Finance, directly impacting core business performance.
Prevents Crises and Escalations
By managing support services effectively, this application minimizes crisis situations and escalations, ensuring smoother operations and improved resource allocation.









Application Features
Integrated Call Logging
Application is designed to use following modes for call log
i. Web portal application developed will have it’s own web portal.
i. Web portal application developed will have it’s own web portal.
Call tracking application is designed to track all calls at various stages of the resolution process
Application is designed to use following modes for call log
i. Web portal application developed will have it’s own web portal.
ii. Ability to log and track calls within central database
iii. SLA based support for monitoring of calls
iv. Email alert based user configurable and selectable
v. Manually / automatic request Forwarding in the workflow
vi. Work queue for each service executive, this will help to track status of the work or job assigned.
vii. Classification of ticket numbers by categories
viii. Provision to attach support documents for each call logged
ix. Analysis of time spent on each request logged downtime and response time computation Help
i. Web portal application developed will have it’s own web portal.
ii. Ability to log and track calls within central database
iii. SLA based support for monitoring of calls
iv. Email alert based user configurable and selectable
v. Manually / automatic request Forwarding in the workflow
vi. Work queue for each service executive, this will help to track status of the work or job assigned.
vii. Classification of ticket numbers by categories
viii. Provision to attach support documents for each call logged
ix. Analysis of time spent on each request logged downtime and response time computation Help
Business Rules Driven Workflow All workflow defined in the application will be based on Business Rules
i. Automatic routing of ticket numbers to support executives
ii. Provision to set priorities and severities for the calls logged in
iii. Facility to manage holidays and shifts
iv. Provision to automatic escalation of the unresolved calls based on Business Rules defined
ii. Provision to set priorities and severities for the calls logged in
iii. Facility to manage holidays and shifts
iv. Provision to automatic escalation of the unresolved calls based on Business Rules defined
Asset management system to have a provision for managing assets
i. Provision to record all assets and it’s features
ii. Map vendor information to each asset
iii. Map users to each asset
iv. Linking of assets to call tickets
ii. Map vendor information to each asset
iii. Map users to each asset
iv. Linking of assets to call tickets
Knowledge management application will have provision to maintain knowledge base for previous problems and resolution of the same
i. Facility to query for previously resolved similar call
ii. Provision to use problem definition while defining search
ii. Provision to use problem definition while defining search
Reporting feature application will have standard reports
i. Pre defined standard reports
ii. Provision for transferring data to MS Excel for further analysis
iii. Graphical reports for senior management Dash Board provision( Work is on in this Direction)
ii. Provision for transferring data to MS Excel for further analysis
iii. Graphical reports for senior management Dash Board provision( Work is on in this Direction)
Integration application designed has facility to integrate with
i. Email user default email gateway
ii. SMS gateway integration( Subjected to availability of gateway with users)
iii. Customizable if required any integration
ii. SMS gateway integration( Subjected to availability of gateway with users)
iii. Customizable if required any integration
Implementation of application developed requires
i. SQL Server 2000/2005
ii. Customizable and configurable workflow as per client’s requirement
ii. Customizable and configurable workflow as per client’s requirement