Service Desk on the SimpleOne platform: a system for automation of accounting and processing of requests

Create a single point of contact for IT service-related issues and improve the quality of customer support delivery.

Service Desk capabilities

Automating the reception of requests

Applying to the Service Desk via omnichannel communication environment (self-service portal, phone, email, messengers).
Automating call handling

Classification, prioritization and escalation of calls. Possibility to create requests on the basis of user messages. Transfer of requests to the 2nd support line and other specialized departments
Mass Notification Automation

Promptly inform IT service consumers about incidents affecting many users, about routine and urgent maintenance, about changes in the functionality of the services provided, about the launch of new IT services.
Service Availability Monitoring

Operational monitoring of the current state of IT services for the purpose of early detection of infrastructure incidents.

Effect of Service Desk implementation

Increased productivity and satisfaction of technical support specialists by automating manual operations;

Improved quality and speed of call handling through centralized recording, control and compliance with target standards;

Increased customer satisfaction with IT services by providing a systematic approach to building communications.

Benefits of the solution

Uncluttered interface

The system interface is not cluttered with options that are not directly related to solving the customer’s problem.

Rapid Deployment

Preconfigured processes with best practices from SimpleOne significantly accelerate solution deployment.

Use from different devices

Thanks to the adaptive interface, the system can be used not only from personal computers and laptops, but also from mobile devices.

Integration with messengers

Thanks to integration with popular messengers, you can submit requests and process applications via Telegram, Slack, etc.

Integration with other applications

Service Desk from SimpleOne can be integrated with any software: collaboration systems, ERP-systems, virtualization environments, etc., as well as popular messengers.

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Automation of the Service Desk

Service Desk capabilities

Effect of Service Desk implementation

Benefits of the solution

Integration with other applications

Other SimpleOne solutions