OVERVIEW

The SharePoint Help Desk solution will enable companies to improve their customer service and issue resolution through a central, collaborative SharePoint-based help desk. We modeled best practices for help desks, as configured and developed by our SharePoint experts to meet your specific requirements.

SHAREPOINT HELP DESK BENEFITS

• Extend SharePoint investment with an active, process-driven application
• Manage, track, and report service requests by department, group, or organization
• Easy-to-read, high level dashboard with key KPIs and daily, weekly, monthly metrics
• Uniquely identify and track the lifecycle of each issue from initial issue report to final resolution
• Robust search capabilities of each incident in the help desk repository
• Automation of common help desk processes with SharePoint Workflows

SHAREPOINT HELP DESK SOLUTION SOFTWARE FEATURES

Vana Solutions' Help Desk Solution uses proven SharePoint technology and it is fully configurable to your service desk process. The solution can also integrate with other systems via API exposed through web services. Features include:

• My Services Workspace for employees – A SharePoint workspace where employees can request any service required and review outstanding request status
• Full Service Level Agreement (SLA) features – Set required response times by request category, type, priority, or requestor. Escalation feature allows you to change ticket priority or alert management. Dashboards and reports show SLA measurement
• Configurable and deployable to multiple (IT, HR, etc.) service desks