EZ Service Desk is an IT help desk software as a service to streamline IT service desk. Provides the best in class service to users in a user friendly and intuitive platform.

Request Types:

You can manage the following request types in one platform:

1. Service and Incident Requests

2. Problem Tickets

3. Change Requests

Each request type has embedded workflows based on ITIL. Common tasks such as approval and implementation are automated in the workflows. EZ Service Desk is intuitive and user friendly.  Your customers can log into EZ Service Desk to submit and track requests. Request due dates are calculated based on defined SLA. Requests are assigned to default groups if assignee is not specified. Each action is audited.

 

Solutions:

EZ Service Desk enables you to manage solutions by customized topics and types. Solutions module provides content workflows with the actions of draft, publish, delete and restore along with common operations such as linking to requests, adding comments, attachments and version control.

 

Role based security:

User access level is defined by user groups. Every user who is defined in EZ Service Desk has basic functions such as submitting, searching, tagging, following and tracking requests. Help Desk representatives who work on Service Requests should be in Help Desk group. Problem Tickets are routed to Problem Managers. Change Requests are approved by Change Managers (if approval is needed based on the change type) before being implemented by IT Project Team. Managers have special access to requests to manage. Customization and administration are done by Administrators. A user can be in multiple user groups. You can also define your groups and assign users to them. Besides the routing rules, you can perform standard functions such as claim, routing to another user or group, routing to yourself and routing back to group.

 

Common Operations:

EZ Service Desk provides users with common operations across request types. Tagging, advanced search, adhoc reports, historical reports and linking are used to categorize, prioritize and analyze. Dashboard gives a visual snapshot of operations.

You can utilize commenting, linking and document attachments at the request level.

You can customize your request attributes in the Customization screens.

You can keep track of requests by contracts, assets, departments and clients that you define.

 

Notifications and alerts:

Users are notified by email upon receiving new tickets and updates according to the workflow rules. You can send out custom notifications to all users that are displayed in the dashboard.

 

Security:

EZ Service Desk provides a secure environment where passwords and file names are encrypted. Each organization has a separate database.

 

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