QuickFMS Helpdesk Module Demo | Streamline IT & Facility Support with SLA-Based Automation

Описание: 🎫 QuickFMS Helpdesk Module Demo | Streamline IT & Facility Support with SLA-Based Automation 🛠️
In this detailed walkthrough, explore how the QuickFMS Helpdesk Module empowers organizations to manage support requests, monitor SLAs, and automate escalations—resulting in faster resolution times and improved service delivery.
✅ Key Features Covered:
🔹 Ticket Management & Auto-Routing
– Users raise tickets across predefined categories. Requests are auto-assigned or manually routed based on priority and SLA rules.
🔹 Admin & Master Setup
– Define organizational hierarchy, service categories (Main - Sub - Child), and asset locations for precise issue tracking.
🔹 Escalation Mapping
– Configure escalation workflows by mapping Helpdesk In-Charges, L1, and L2 managers to service categories.
🔹 SLA Time Definition
– Set response/resolution times and escalation triggers for different request types.
🔹 Advanced Masters
– Customize repeat call types, impact levels, and urgency ratings to prioritize business-critical issues.
🔹 Raising & Tracking Requests
– Users can submit detailed requests with attachments, preview SLA rules, and raise tickets on behalf of others.
🔹 Technician & In-Charge View
– View assigned tickets, update statuses (In Progress, On Hold, Closed), and manage multiple tickets at once.
🔹 Manager Controls
– Reassign or bulk assign tickets to ensure responsiveness and reduce bottlenecks.
🔹 Reports & Analytics
– Export detailed logs and performance reports in Excel, PDF, or Word. Apply filters to gain deep operational insights.
📈 Why QuickFMS Helpdesk?
This module brings structure, transparency, and accountability to your internal support workflows—boosting efficiency and end-user satisfaction through real-time tracking and automated escalations.
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