The process begins as soon as the customer recognises an incident which must be reported to the help desk. The customer first fills out an incident form and sends it to the helpdesk team. Technical support employee records this message and processes the case. In addition, the IT centre is notified of the incident. Finally, the customer is informed as soon as the incident is resolved by the helpdesk.
When it comes to processing customer inquiries or faults, it is very important that case processing is fully documented. Managing and resolving these faults is a major challenge for companies. Our platform allows users to automate the management and resolution of faults in an optimal way.