Helpdesk 365: Comprehensive IT Support Solution
Helpdesk 365 is HTPL's advanced ticketing and support management system designed specifically for small to medium businesses. Built on the M365 ecosystem, it provides comprehensive IT support capabilities with integrated analytics, automated workflows, and seamless user experience.
Key Benefits
- Centralized ticket management with automated routing
- Real-time Power BI analytics and reporting dashboards
- Improved response times with SLA management
- Enhanced customer satisfaction tracking
- Reduced operational costs through automation
- Scalable solution that grows with your business
Complete Support Management Platform
Transform your IT support operations with Helpdesk 365's intelligent ticketing system, real-time analytics, and automated workflows. Designed for businesses that need professional support management without the complexity of enterprise solutions.
Implementation Process
1
Ticket Creation & Classification2
Automatic Assignment & Prioritization3
Collaborative Problem Resolution4
Progress Tracking & Communication5
Quality Assurance & Feedback6
Resolution & Knowledge Base UpdateTicket Management Features
Intelligent ticket routing based on category and priority- Collaborative evaluation and consultation workflows
- Automated escalation for critical issues
- Complete ticket history and audit trails
- SLA tracking and performance monitoring
- Integration with external systems and tools
Analytics & Reporting
- Real-time Power BI dashboards for management insights
- Comprehensive ticket status and trend analysis
- Performance metrics and KPI tracking
- Customer satisfaction surveys and feedback analysis
- Resource utilization and workload distribution reports
- Predictive analytics for proactive support planning
Advanced Capabilities
- Accurate time tracking and billing integration
- Customizable workflows and business rules
- Knowledge base integration and article suggestions
- Multi-channel support (email, web, phone, chat)
- Mobile app for technicians and end users
- Asset management and configuration tracking