CMMI Level 3

CBT Infotech

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.

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.
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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.
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. 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
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
i. Facility to query for previously resolved similar call
ii. Provision to use problem definition while defining search
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)
i. Email user default email gateway
ii. SMS gateway integration( Subjected to availability of gateway with users)
iii. Customizable if required any integration
i. SQL Server 2000/2005
ii. Customizable and configurable workflow as per client’s requirement