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TIKTING®

What is a Help Desk

Help Desk is used in organizations where a team of IT / system support uses a shared inbox to resolve the requests of the whole organization’s staff from multiple departments. They are also implemented to resolve the requests of the people they are serving (Clients, students, general public queries etc).

The team(s) dedicated to solving the problems are called agents / technicians. As a query initiates through any internal / external system (ERP), email, website form or app, it is assigned to one of the agents automatically with a predefined deadline that ensures that the request is resolved within a defined time frame.

The philosophy of making someone responsible and resolving the problem within a time frame is applied in all departments across an organization (HR, procurement, admissions, finance etc) to provide first class support to organizations’ employees and the people they are serving.

Why your company needs a Help Desk

“When everybody is considered responsible, NOBODY is responsible.

When everything is a priority, NOTHING is on priority”

In the absence of a help desk, employees are left on self integrity. No documented liability causes delayed responses, which create a blaming environment in case of a serious incident. The staff is repeatedly found in idle or entertainment activities. Often one department is found under-resourced (one person fighting with all tasks alone) whereas the other department is filled with staff that look busy doing nothing.

Companies implement help desk systems to improve efficiency and productivity across all departments that enhance employees and customer satisfaction, reduce operational costs, downtimes, unwanted incidents and adapt proper planning and approval systems.

Companies are highly prone to unwanted incidents as nobody is responsible to timely address a critical issue.

Help Desk Management deals least important task being prioritized

Least important tasks replace high priority tasks as the team communicates through irrelevant chain CC emails.

Help Desk Management vs messaging apps for official communication.

Operational cost is not optimized, time is wasted as teams rely on messaging apps where important messages get buried and requests are often repeated several times.

Why TIKTING Help Desk

Most sophisticated yet the easiest to use.

Provides maximum features and controls yet the user interface remains clean and undistracted. It is easy to use by laymen yet it provides complex configurations for IT experts.

Effective handling of all requests

It provides effective tools to handle the requests in time and professionally. Automatic ticket creation, automatic request routing, time sensitive and automatic load balanced assignment, response templates and automatic responders are very few noticeable points that makes TIKTING stand out of the crowd.

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Help Desk for organization's internal department requests.

Handles all internal departments.

Single and multi-instance support ensures scalability to meet the requirements of large-scale organizations, enabling efficient management of requests across all internal departments and locations.

TIKTING-Helpdesk-covers-all-external-sources-channels

Covers all external channels

Seamlessly integrates with all external communication channels, enabling users to create tickets from emails, phone calls, social media, web forms, and live chats.

TIKTING connects with third party systems and IoT Devices for recording incidents.

Third-party systems and IoT Devices

Ticket creation from IoT devices, allowing for real-time monitoring and automatic issue detection. Whether it’s equipment maintenance, system alerts, or performance anomalies, IoT-enabled devices can trigger tickets directly in TIKTING

Most Secure Help Desk Management System

Install On Premises.

It is made for enterprises that are cautious with their communication data and do not want to rely on third-party services. TIKTING is primarily designed for On-premises deployment in enterprises that are maintaining Microsoft based technologies to ensure that their communication data remains in the organization’s data center.

SOC 2 & ISO 27018 Compliance for cloud services

TIKTING Cloud is audited by independent auditors for TIKTING Cloud data safety and security. templates and automatic responders are very few noticeable points that makes TIKTING stand out of the crowd.

Workflow Diagram

Tikting Help Desk Flow Chart

Case Studies

Read more how TIKTING Help Desk Management System is helping various sectors.

Integration

TIKTING – Help Desk Management System is integrated with Change and Asset Management Systems.