Ticketing system combines help desk and service desk, wherein user’s can raise complaint’s as well as service request.
Scalable Systems provides email, and remote support services for applications, hardware, networks, and operating systems. Ticketing System enable customer’s to log complaint for resolution of technical issue by sending email to predefined email id. Customer’s gets system generated acknowledgment(email) containing ticket id for further follow up, most of these tickets are resolved by L1 support staff over phone, if not then severity/priority level is assigned to ticket as per predefined SLA and ticket is allocated to L2 engineer/vendor or escalated to various level.
We monitor each ticket’s response time and the resolution time.
No Ticket is closed without user consent.
Ticket raised for coordinating with vendors repair/replacement of non-comprehensive hardware product solely depend on the vendor’s response.
We can setup Help-desk for your organizations various department to keep track of task allocation and response time at very nominal cost.