mindbit Service Desk – easy and
convenient service management
The mindbit Service Desk is the ideal central platform for designing and executing your service management. The intuitive ticket system gives you the best access to all ongoing service requests. You keep track of priorities and status.
Your advantages with the mindbit Service Desk
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Incident- and change management
The ITIL incident and change management depend on handling service requests as soon and efficiently as possible. The mindbit Service Desk provides three workflows for this:
- „Emergency Incident“
- „Change Request“.
The user can enter malfunction reports and change requests easily via the entry form. The mindbit Service Desk automatically generates a ticket and assigns it to the agent or appropriate group. Through priorities and agreed upon Service Level Agreements (SLAs) the agents can process the tickets according to urgency.
Easy ticket creation and management
Because of the intuitive usability and clear design of the mindbit Service Desk tickets can be created easily and comfortably. The system automatically assigns a ticket number. In the run-up, you define the criteria and patterns. The ticket gets delivered to the right agent or group automatically and can therefore be handled as soon as possible. Users are at all times able to see the status and progress of their tickets. Agents and supervisors can easily handle requests, add other agents, and see or where necessary change status and priority of a ticket. Furthermore, agents are able to create sub tickets so that tasks can be split without a problem.
Extensive reporting functions
The mindbit Service Desk has a number of pre-configured reporting functions. How efficiently is a team working, how many unanswered tickets does a client have – through the reporting functions you get all important information by mouse click. You can place all reports conveniently on your individually configurable dashboard. Like this, you always get all your important information at a glance. A function you require is not already there? No problem. Just create individual reports yourself or commission us to do it.
The well-structured user interface of the mindbit Service Desk is both for the users and the agents visible. Everything that is not relevant to the user is hidden. This clear arrangement facilitates the handling and increases efficiency. Of course, every view is individually configurable.
With the integrated working time calculation, processing times can be easily recorded and calculated. Calculate times for individual tickets or products or directly for entire groups or a customer.