MySoft separates the Help Desk incident management process and the Service Request management process as recommended with ITIL v3.

MySoft Help Desk provides the flexibility, features, and reporting tools needed to streamline the recording, classification, customer notification, workflow, resolution, escalation, and managerial reporting processes for incidents and events. Submission can be automated through self service forms, email to database, ACD integration, and integration with other systems and applications. Knowledgebase solutions are available to staff and customers.

The Help Desk funnels all problems and incidents through one common contact point for effective call tracking, triage, resolution, or escalation. Staff members can capture information quickly, increasing the first call closure rate. The Help Desk has everything your staff needs to resolve incidents quickly or pass the incident along to more technical resources.

Service level agreement information allows incidents to be easily escalated and provide performance reporting metrics. Special features slash the time your staff spends entering and resolving requests:

• Quick ticket templates for incidents that occur frequently.
• Scripts based on the type of problem to assist in resolving the issue.
• Knowledgebase integration to assist the help desk staff and your customers.
• Automated email templates/notifications for staff and customers.
• Integrated survey tools for customer feedback.
• Sub-tickets to manage outages or system wide issues.