Your Complete Support
System Solution
Ensures all your customer complaints, incidents, and issues are addressed through a web/cloud-based solution that automates support, providing real-time assistance.
Your Complete Support
System Solution
Ensures all your customer complaints, incidents, and issues are addressed through a web/cloud-based solution that automates support, providing real-time assistance.
HelpDesk is a Ticketing System solution use to manage customer support inquiries, track progress, and ensure that all customer issues are addressed in a timely and efficient manner. The system delivers swift first-contact resolution and enhances customer and employee engagement, and satisfaction.
Trusted by Government Agencies and Corporate Businesses
We Proudly partnered with government agencies and private companies and continue to expand our reach offering comprehensive suite of hardware and software solutions based on our past and present implementations.
Core Benefits
One Centralized System
A computer system that provides centralized control, where all the resources, data, and operations are managed to improve security.
Automation
Helps streamline manual and repetitive tasks to increase efficiency, reduce costs, and improve accuracy on the expected output.
Scalability
Enables to manage the increased demands by adapting and expanding its resources or capabilities.
Maintain a High Level of Service
Improves customer satisfaction, exceed the expectations, increase loyalty, and build reputation.
Streamline Operation
Refers to optimizing and simplifying processes and procedures within an organization to improve overall performance.
One Centralized System
A computer system that provides centralized control, where all the resources, data, and operations are managed to improve security.
Automation
Helps streamline manual and repetitive tasks to increase efficiency, reduce costs, and improve accuracy on the expected output.
Scalability
Enables to manage the increased demands by adapting and expanding its resources or capabilities.
Maintain a High Level of Service
Improves customer satisfaction, exceed the expectations, increase loyalty, and build reputation.
Streamline Operation
Refers to optimizing and simplifying processes and procedures within an organization to improve overall performance.
General Features
Customizable Workflows that support data capturing data processing, presentation of results, escalations and approvals that eliminates hard coding for required changes.
Faster submission, approval and processing, and resolution of issues and raised concerns through workflow.
Provide system notification for any transaction made in the system that needs appropriate action.
Have role-based access and support different roles.
Better tracking of actions and changes in the data inside the system through audit trail module.
Interoperable for easy integration with other IT systems.
Customizable Workflows that support data capturing data processing, presentation of results, escalations and approvals that eliminates hard coding for required changes.
Faster submission, approval and processing, and resolution of issues and raised concerns through workflow.
Provide system notification for any transaction made in the system that needs appropriate action.
Have role-based access and support different roles.
Better tracking of actions and changes in the data inside the system through audit trail module.
Interoperable for easy integration with other IT systems.
Features and Functionalities
Dashboard Management
A customizable Helpdesk dashboard with real-time issue tracking, advanced search, and in-app analytics for data-driven decision-making.
- Customizable Dashboard that displays, tracks, and monitors the Helpdesk System through real time information of issues such as summary on number of issues per status, top issues, aging issues in the form of tables, line charts, bar charts and gauges.
- Advance keyword search facility or variety of search methodologies to quickly find certain ticket/ issue, knowledge base article, customer/ user profile and other data.
- In – App analytics that provides insights to the management that supports decision making.
Knowledge Base Management
Create, update, and attach various file types to knowledge base articles, including FAQs, policies, and job aids. Organize with indexing/tagging for easy linking to incidents, requests, and problems.
- Obtain an updated information that can be created or added and modified which can attach files in different types from various sources such as Frequently Asked Questions (FAQs), Job Aids, policies, resolutions, workarounds and others.
- Organize proper classification with indexing/ tagging of knowledge base articles that can be linked to incidents, requests, and problems easily.
Requester / Customer / User Profile
Capture and update personnel details using predefined forms and templates. Link user profiles to incidents, service requests, and problems.
- Creation and modification of user information of personnel such as Name, ID, Office, Address, Contact Number and other required data can be captured with predefined forms and templates to add and update fields, columns and parameters.
- Ability to link Requester/ User Profile to the created incident, service requests and problem of the users.
Workflow Management
With Configurable workflow process for each defined issue/ request type with option to define the owner per workflow step with computation of the time spent or Turn-Around-Time per processor and/ or Department/ Section/ Unit to complete the processing of the issue of request.
System Security
Ensure security with Two-Factor Authentication using Password and Captcha and Configurable Password Policy. Facility to view a complete history or audit trail that monitors the activities done by each authorized user on the system that can be retrieved and generated easily.
Notification
Send email/ in-app notifications for all status of tickets to concerned/ assigned users, creation of user account and reset/ forgot passwords of users.
Feedback / Survey Management
View automated user satisfaction survey that collects feedback from end users customizable feedback form.
Configuration Management
Accessible and efficient administration of system configuration and management with user maintainable reference tables, libraries, and configurable workflow.
User Management
Capable of enforcing role-based access to different types of user for restriction and grant of access per module.
Service Request, Incidents, Tickets, and Issues Management
- Maintain, identify, and manage the reported incidents, issues, and service requests within the agency/ organizational unit.
- Escalate to multiple or various assignees, individual employee, group of employees or organizational unit as needed with categorization, priority matrix, monitoring management and others.
- Allow requesters from various channels to create, modify, escalate, resolve, close, and cancel the incident, issues, and service requests to concerned parties
Process Flow
Let us build a better you, together
Transform your business with our comprehensive and innovative digital solutions, designed to enhance customer satisfaction and empower your workforce.
Empower the Future through Digital Transformation
Your premier system integration and software solution provider.
We are Certified
Contact
Address: Cosmotech Center, 7761 Saint Paul St., San Antonio Village, Makati City
Tel: (02) 8403 9811 – 12
Email: sales@cosmotech.com.ph
