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e-tuki User is a service product that covers the end-user support for a data system. The end-user is given advice for any issue or problem that arises. The service consist of a support desk, support work and add-on services. The end-user uses the support desk to submit tickets that describe the issue or problem. The tickets are resolved with the help of personnel doing support work.
Benefits of the e-tuki User service product:
- support and ticket submission can be integrated directly into applications
- a fully featured service desk frontend and back-end application called Sovellustuki
- remote access that gives better understanding of problems
Sovellustuki
Sovellustuki is a service desk built around the ITIL concept of single point of access. It combines several methods of communication into one place: web form, e-mail and phone. To help resolving the support cases effectively Sovellustuki offers a solution to connect remotely to the end-user's computer. Additionally different types of integration and branding solutions are also offered.
The service desk has the following main features:
- tracking of support tickets: well-defined statuses and priorities, e-mail notifications of replies and statuses
- Ticket Center for support personnel: mass replying, pre-defined replies, responsibility escalation
- knowledge base with instructions on how to use the service desk
- submission of support tickets: via e-mail or web form by end-user, created by support personnel
- service desk announcements and news
- remote control: runs both with or without installation, invitation to use by e-mail
- user management: registration and personal support
The following add-on services are offered:
- Training - training of support personnel assigned by customer
- Reporting - collection of support service performance indicators
- Support box - integration of support information into an application
- Reporter - a web form for filling support request straight from the application
- E-mail account - integration of an additional e-mail account
- E-mail communication branding - branding of messages sent through e-mail
- Remote control branding - branding of the used remote control software
Support work and work hour usage reporting is done on regular basis. The reports include also conclusions about the support tasks and application development suggestions.
Read the Techniques page to ensure that this service product is suitable for your data systems.
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