Service Desk Ticket Solution

The TeamDynamixHE Tickets application provides a robust service desk solution that integrates seamlessly with the rest of the TDHE Suite to provide a complete picture of IT's workload.

The integrated ticketing solution gives you a complete picture of your resource allocation, capacity and cost of doing business. Ticketing provides a structure to ensure that tickets are resolved effectively with the proper signoff processes in place. In addition, you can easily escalate a ticket into a project or project request.

Features

• Managerial level reporting to track ticket aging and progress.
• Remote ticket entry for your end users.
• Custom field and attributes.
• Custom analysis tools.
• Workflow routing and approvals.
• Service-Level Agreements and Operation-Level Agreements
• Create time and budget estimates to measure performance.
• Tickets can be assigned tasks for more granular tracking.
• Email notification of progress to end users and stakeholders.
• Audit trail to track all steps taken to resolve each ticket.
• Attach emails, documents or any file to tickets for reference.
• Notification and alerting tools for streamlined communication and collaboration.
• All data rolls up to executive reporting and resource reporting.

Benefits

• Track, resolve and report on the incidents that negatively impact your business.
• Easily capture incidents from several sources.
• Track estimating accuracy to improve resource utilization.
• Set and manage expectations for response and resolution.
• Increase operation efficiency.
• Increase your level of service.
• Increase end user satisfaction.
• Integrated with TeamDynamixHE project and reporting tools.
• Ensure that approval processes are followed.
• Helps provide full view of resource allocations.

Questions Answered by Ticketing:

• Does my helpdesk solution support my business?
• How do I understand my resource constraints when I don’t know how much time my resources are allocated to both projects and tickets?
• How can I easily incorporate both project data and helpdesk data into executive reports?
• Is there a good way to convert a ticket to a project?

Audience

• Helpdesk managers
• Helpdesk employees
• Resource managers