Create a user-friendly IT help desk with integrated procurement functionalities, by using our solution template and customize to your organization needs
- Help Desk Features:
- Ticketing System:Build a user-friendly interface for users to submit tickets with clear fields for issue description, severity, category (hardware, software, network etc.), and attachments.
- Knowledge Base:Utilize low-code features to create a searchable knowledge base with articles on troubleshooting common issues, FAQs, and step-by-step guides.
- Live Chat:Integrate a live chat feature for real-time support interactions between users and help desk technicians.
- Ticket Tracking:Allow users to track the progress of their tickets with status updates and estimated resolution times.
- Procurement Integration:
- Request Form:Create a form within the help desk for users to request new equipment, software licenses, or service upgrades. This form should include options to specify desired features, quantity, and budget constraints.
- Approval Workflow:Set up a workflow for approval routing based on cost thresholds. This could involve department heads, procurement specialists, or budget managers.
- Vendor Management: Maintain a vendor list within the system, including contact information and preferred suppliers for specific items.
- Procurement Tracking: Offer a dashboard to track the procurement process for each request, from approval to order placement and delivery.
- Advanced Help Desk Features:
- Self-Service Portal:Empower users to resolve common issues independently through a self-service portal with access to knowledge base articles, FAQs, and step-by-step guides.
- SLA Management: Define and track service level agreements (SLAs) for different issue categories, ensuring timely resolution and meeting user expectations.
- Escalation Management: Establish a clear procedure for escalating complex tickets to senior technicians or vendors for specialized support.
- Customer Satisfaction Surveys: Integrate surveys to capture user feedback on their help desk experience and identify areas for improvement
- Advantages
- Easy Customization: Allows you to tailor the help desk and procurement features to meet your specific needs without extensive coding.
- Faster Development: Create a functional system in a shorter timeframe compared to traditional development methods
- Scalability: The system can be easily scaled up or down based on your organization's needs