Touch Point Help Desk gives you a bird’s eye view of the entire ticketing system setup in your facility. The help desk can also acts as a huge knowledge base of your entire facility
When a ticket is created, the employee name, contact details and the related fields are captured in an easy-to-retrieve format. If status is pending, then a relevant ticket cannot be created, and the concerned person is alerted.
After a ticket is created, for further convenience, the tickets can be allotted to different categories or values. Manually, the ticket holder assigns all the values of the ticket. In auto assigning of tickets, the system automatically fills the auto-assigning fields.
The system can be configured based on the Service Level Agreement (SLA). One system can be customized according to one or many SLAs. It can also be customized based on the holidays, working hours and other categories by the administrator.
The entire help desk management system can be configured to customize it to every company’s requirement and SLAs. From the fields in the ticket generation to the number of escalations, each aspect of the ticket management system can be customized.
In case a task is not completed in time, then the issue can be escalated to the concerned person. Various aspects such as levels of escalation, time for escalation and other factors can be configured by the administrator.
The TouchPoint system has a comprehensive repository of data known as the knowledge base. It contains all the ticket creation and allocation details. This knowledge base has search templates that can be used to identify tickets created or deleted.