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Helpdesk Ticket

A ticket is an historical document that details a service event, such as an incident, problem, or service request. Tickets govern and control how a service event is processed. They are used to route events between different resources for resolution. At GreyChain, we would love to propose the Nuevadesk as a Services Desk Ticket as it is really good system to try and trust. Nuevadesk is a service desk brand for Instaview365. The proposed solution comprises of user-friendly Case Management system. Proposed Solution Case Management will be tightly integrated to meet the requirement. The solution is designed to be highly flexible and scalable on a 3-level architecture which brings in extreme flexibility in regards integration and meet business requirements.

Based on the above requirements, following are the proposed components:

• Nuevadesk service desk – Customer support solution
• Secure user Management policy
• Ticket creation from sources
• User friendly and Unified ticket view
• Customer Account Management
• Customer Contact Management
• Customer contact 360 unified view
• Knowledge FAQs
• Workflow Management
• Task Management
• Business hours’ management
• Canned responses
• TAT and SLA Management
• Escalation Management
• Group/department and Queue Management
• Automatic Ticket Assignment rule
• Announcements
• Workflow for auto Notifications and Alerts
Role based Dashboards and Reports