Help Desk Ticketing Software

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Help DeskPresentation
Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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What the system does as a whole?

• This help desk system helps to resolve query of
  registered users in speedy manner.
• Users can raise tickets to concern department in
  a simple way.
• Concern department will solve the users tickets
  and users will get updated through help desk on
  each step taken by concern department by
  automatic mail, sms.
• Users will get status of their tickets and can
  provide review and rating.
• Management and managers will get reports of open
  tickets, closed tickets and where is the ticket
  pending of their teams.

Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Major Difference From Other Ticketing Systems

• Our ticketing system is based on n-tier
  architecture, other system doesnt have.
• Users tickets are automatically sending to
  concern person of concern department without any
  manual interference, other system needs manual
  interference for assignment.
• You can set anyone to anyone reporting manager
  without any compulsion. Other system doesnt have
  this feature.
• Users and Concern managers are getting notified
  on each step through sms and mail. Other system
  doesnt have this feature.
• Auto approval feature setting, in case of concern
  approval is not available. This feature is not
  available on other ticketing system.

Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Intended Users Of This System

• There are three types of users in this systems
• 1) Admin
• 2) Managers
• 3) Executives
• 4) Chairman
• Note All three types of users can raise ticket
  to concern departments.

Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Admin Features And Dashboard
Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Admin Features

• Admin can create/update/delete multiple
  companies.
• Admin can create/update/delete branches under
  companies.
• Admin can create/update/delete departments under
  branches.
• Admin can create/update/delete concerns
  department wise with TAT and closing TAT.
• Admin can create/update/delete users (executive ,
  managers, directors etc.) and can set authority
  to solve the concern.

Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Concern and User creation
Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Ticketing search panel(Admin can get report of
all tickets history)
Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Tickets history Report
Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Managers Dashboard And Features
Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Managers Dashboards
Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Team of managers task
Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Managers Feature

• Managers can have their own team to resolve the
  issue raised by any other department.
• Managers get mail notification as soon as their
  account created and first time of login they will
  get automatically popup to change the password.
• Managers can also raise ticket to any other
  department.
• As soon as manager raise any ticket this will go
  automatically for approval to his reporting
  manager. As soon as reporting manager approved it
  ,this ticket will sent automatically to concern
  department for resolution and also manager will
  get notified over mail and sms on each step.
• Managers will also get notification for approval
  if their executive raise any ticket for concern
  to concern department.
• Manager will also get automatic notification for
  approval if their approval required to resolve
  any concern raised by other department.
• Managers can also solve the tickets raise by
  other department and if concern is allotted to
  that manager by admin.
• Managers will get report of open tickets ,close
  tickets of their own and team.
• Managers will get report of where is ticket
  pending ,SLA reached or not etc. of their own and
  team

Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Managers Concern Approval
Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Managers Ticket Approval
Svante Systems LLP A-7, Sector-10, Noida, U.P.
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Generate Ticket
Svante Systems LLP A-7, Sector-10, Noida, U.P.
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Assigned Tickets
Svante Systems LLP A-7, Sector-10, Noida, U.P.
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Reply on Tickets
Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Executive Dashboard And Feature List

• Executives will also have same feature and
  dashboards as like managers but executive will
  not have a team.
• Executives will able to raise tickets to other
  department with the approval of their managers.
• Executives will able to resolve the concern
  raised set by admin on their managers consent.
• Executive will also get notification on their
  raised ticket on each step.
• Executives will also get report of where their
  tickets are pending.
• Executives will also have option to accept the
  ticket for resolution.
• Executives will also get report of ticket pending
  to which they have to resolve.

Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Executive Dashboard
Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Assigned Ticket and Conversation
Svante Systems LLP A-7, Sector-10, Noida, U.P.
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Assigned Ticket Notification
Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Chairman Dashboard And Features

• Chairman is a designation who has no reporting
  manager, this designation is root of this system.
• Chairman can also raise the ticket and view the
  ticket of all the companies and branches.
• Chairman also can resolve the ticket if raised to
  him/her.

Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Chairman Dashboard
Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Organization Ticket History Panel
Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Ticketing Intelligence

• In this help desk, only genuine tickets would be
  raised due to reporting manager approval would be
  required.
• Admin just have to create concern master and
  allotment of concern to executives and managers,
  rest thing this system will take automatically.
• Tickets would be escalated to managers
  automatically if raised ticket will reach the TAT
  time and everyone who is related with this ticket
  would get notified by email and sms.
• If in any case concern approval required to solve
  any ticket and manager is not available then
  system will approve it automatically and email
  and sms notification would be sent to everyone
  who are related with this ticket.
• Ticket raiser can rate and review the services of
  executives.
• Reports are presented in graph and other format
  so that anyone can understand it easily.

Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com
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Thank You
Svante Systems LLP A-7, Sector-10, Noida, U.P.
www.svantesystems.com