Overview

Many organisations have a requirement for helpdesk software and whether intended to be externally facing for customer support, or internally to support other departments, there is a need to capture, track and progress helpdesk requests. Azolve provides a solution to addresses the needs of a support team.

Azolve provides a solution for your Helpdesk needs by handling request capture, progress tracking, management reporting and information searching. Our solution utilises technologies that reduce the cost of responding to requests. Azolve can also grow with your needs by the introduction of additional components that ensure the support capability of your organisation.

Capture

Via an eForm users generate support requests that are then routed via the appropriate workflow. Data entry is standardised by use of restrictive pre-defined fields to assist in the production of statistic gathering

Searching

The support team has access to all previously recorded requests and their history using keyword searching functionality.

Process

Support requests follow an appropriate workflow to ensure assignment to the relevant personnel, and by using target date alerts SLAs can be met as requests are given priority based on these. All requests are tracked throughout their life cycle and full audit is available.

Knowledge Base

A Knowledge Base repository is used to categorise documents and articles and FAQ information can be provided to users as the result of question searches.