A professional and efficient support can be crucial for a customer’s impression of your company. Give your employees the best conditions to deliver good support using Easit HelpDesk ™ – a complete Case Management System for those who work with internal or external support.
Simple and effective Case Management
Everyone who works daily with either internal or external support knows how important software is for support to work without problems or mishaps. Easit HelpDesk ™ is a web-based Enterprise Case Management System that enables an easier and more efficient customer support. In the system, you handle the company’s or the customer’s cases, and follow-up of these cases. You can choose how many modules your Case Management System should consist of, so the system can be adapted to all types of businesses – agencies, organizations, and companies large and small.
Easit HelpDesk ™ helps you improve the quality and simplify customer dialogue. With Easit Enterprise Case Management System, you can:
- Handle cases involving complaints, personnel issues, etc.
- Increases the quality and simplifies the customer dialogue.
- Gain control so that nothing falls through the cracks.
- Get automated monitoring with alarm function.
- Get statistics and make decisions and changes.
Easit HelpDesk™ is 100% web-based.
”Time savings in the form of a good workflow, efficiency through integration with our internal billing system and detailed statistical data that provides outstanding opportunities for follow-up. There are many advantages with Easit HelpDesk™.”
Peter Berg, Umeå kommun.
How to use the Easit HelpDesk™
Register the case
This can be done in three ways: through self-service, email, or manual registration with pre-made templates.
Prioritize, allocate and categorize
To ensure that the case is handled by the right person at the right time, you should make three choices: prioritization, allocation and categorization. See the picture above.
In order to quickly arrive at a solution, one can start by checking if the contact has other similar cases. You can also see if you can find ready-made solutions in the FAQ.
Give feedback and close the case
Once you have found the solution, close the case and send a confirmation e-mail. The solution is also shown in the self-service portal.
The system views show current requests to the manager. A specific case is quickly found through the system’s Super search function. Cases can be listed per customer, category, status, etc.
Efficient support and self service
With Easit HelpDesk™, you can easily report and register cases via self-service. The registering contacts can easily monitor the status of their cases themselves, resulting in less workload on technicians and managers. The manager can register cases efficiently using quick actions and templates.
All cases are stored in a database. The manager can quickly find solutions to problems by searching for similar cases.
Organization and department registry
The organization and department registry stores information about organizations and contacts. The organizations can be categorized, making it easy to select desired groups. LDAP import imports this registry from standardized directory services and other sources such as databases.
Time spent on handling the cases is easily registered on the case. The registered time is displayed onscreen without delay. You can also register outlays and mileage and create bases for invoicing.
With graphical reports you can show occupancy, reported time, SLA follow-up and customer satisfaction. List reports can be generated for follow-up of cases and for customers and employees. Using Excel integration, you can upload Excel templates directly into your own reports. With Easit Data Warehouse, data is exported to MS SQL, to be analyzed by external reporting tools.
The Email history function provides full traceability of all email correspondence for a particular case, incoming as well as outgoing.
Event handlers allow you to build simple workflows and dynamic controls. For example, some fields may be changed to mandatory when a case is closed, forcing the user to specify solution and cause for closure before saving the closed case.
Escalation allows you to monitor configured limits or deadlines.
The access system is role based, and there are four preconfigured access levels:
- Full access
- Access to create, but not edit
- Read access
- No access
The system supports signing with password on update/approval.
Login via Single Sign-on is supported, e.g. via MS AD, SAML etc.
History log and traceability
All events are logged with a timestamp and detailed information about which user did what in the system. Changes are displayed in a history log.
Build sophisticated workflows that automate much of the case handling process.
One or more FAQ:s can be used, for example one for end users and one for managers. All text is free-text searchable.
Use e-mail templates to send messages automatically / manually. They consist of free text and information that can be retrieved from cases, assets or contracts. Form templates can be used to streamline the registration of recurrent types of cases.
Use keyboard shortcuts to minimize the use of the mouse. Keyboard shortcuts are available for create, save, cancel, search, etc.
Connect one or more cases to a parent case, and then work with the parent item – the connected child cases will be automatically updated.
Quick actions make is possible to perform operations directly from a list of cases, for example. One or more cases can be updated at the same time. For example: allocate cases to managers, change status, send email and close cases.
System Requirements – Recommendations for own operations
Microsoft Server 2003/2003 R2, 2008/2008 R2 and 2012.
The architecture that Easit products are based on can store data in the following relational databases: Microsoft SQL Server 2005, 2008, 2008 R2, 2012, 2012 R2 och 2014 (not Express Edition).
Microsoft Internet Information Server (IIS) (Requirements for Single sign-on via Windows Authentication).
We are currently testing the application in the following browsers:
• Internet Explorer (ver 9, 10, 11)
• Mozilla Firefox (latest version)
• Google Chrome (latest version)
• Safari (latest version)
However, certain functionality might not work, since new browser updates are frequently released.
For other operating systems and databases, contact Easit.
The following recommendations of hardware and software are based on the client computer not being heavily used by other software. If the connection to the network or the Internet has low bandwidth or high load, performance will be negatively affected.
The server recommendations apply when the server is only used for Easit applications and is connected to a network that has satisfactory available bandwidth. Web server and database should be running on the same server.
For other operating conditions, such as virtualized environments or in split installation of application and database server, contact Easit for further consultation.
Proper configuration for 25 Administrators, based on a physical, dedicated Easit server
Disk System: RAID system with at least 2GB of space
Internal memory: > 4GB
CPU: > 2 GHz Mutiple Core
Proper configuration for 50 Administrators
Disk System: RAID system with at least 3GB of space
Internal memory: > 6GB
CPU: > 2GHz Quad Core
Proper configuration for 100 Administrators
Disk System: RAID system with at least 5GB space
Internal memory: > 12GB
CPU: > 3 GHz Quad Core
Add some other Easit products to your installation
Easit Add-On Modules™
Web-based modules for increased functionality – put together a system that suits your business.
Easit Self Service™
Let your customers and employees register deviations and improvement suggestions through our self service portal.
Integrate Easit’s products
with your existing systems.