BeeOffice Service Desk
Ticketing system for IT, HR etc.
A service request, assignment of a responsible person, notifications of change in the request status. Order, simplicity and satisfaction of employees. BeeOffice Service Desk is a solution that organizes in a simple way the handling of internal service requests, regardless of their subject (IT, administrative, HR requests…).
In any organization employees report problems and requests to IT or administration teams. A printer is jammed, a phone is not working, a toilet faucet is broken. Issues are reported by various means – by phone, e-mail, orally …Often it is not known whether and who took care of the problem and what stage the issue is at.
BeeOffice Service Desk brings order to this process. Employees report the problem in the system. The operator assigns a responsible person to the problem reported. The information about the status change (questions, explanations, information about the solution) is entered into the system, interested parties receive notifications about the status change (like all notifications from BeeOffice – via Infobox and email).
Service Desk can also be used for the communication between the company and its customers, e.g. in BPO centers, or for the organization of warranty service or user support processes. Regardless of whether tens or thousands of users are supported in this way, the transparent and efficient service system will increase the effectiveness of the support team and customer satisfaction.
The Service Desk is one of BeeOffice modules, and therefore it benefits from the integration of various functions at a single place: it uses one list of employees, and the access to it is controlled with authorizations defined in the mechanism common to all functions of BeeOffice.
How does it work?
For each service request we can quickly determine: who is assigned, what is current processing status, when was the last update, etc.
Each service action presents a clear popup informing about the result of the action and collecting relevant information (e.g. processing time, or appraisal of the solution)
Team lead can clearly see requests assigned to all team members and balance their workload accordingly (by ‘drag and drop’ of tasks between team members)
Special variant of a service ticket is dedicated to authorisation rights requests. We can define a company-specific catalogue of authorisation groups and the system will forward requests to corresponding approver (e.g. a GDPR specialist).
Find out more
an average number of IT and administration requests and problems generated monthly by a team of 100 office employees