Comprehensive ticketing system
Service Desk Productive24 is a ticketing system (ITSM) built on the basis of the Productive24 platform, which is a single point of contact between the service provider and the users, designed for managing incidents and service requests and handling communication with the users.
Provide a flexible, multilanguage and scalable solution for your Back Office and Customer Service Representatives (CSRs). Easily create and categorize tickets, measure the time of incidents’ handling. Automate and control your purchasing processes for services and goods, and close requests quickly and effectively. Manage it all from a single IT system, which can be also shared (in any scope) with your business partners.
Service Desk Productive24 enables to:
Lubelski Węgiel Bogdanka is a company of strategic importance for Poland and is subject to the act on the national cybersecurity system. The system for reporting incidents as part of the national cybersecurity system built in Productive24 allows the CERT LWB Team to process reports and at the same time meet all formal requirements resulting from the act.
Lubelski Węgiel Bogdanka is a company of strategic importance for Poland and is subject to the act on the national cybersecurity system. The system for reporting incidents as part of the national cybersecurity system built in Productive24 allows the CERT LWB Team to process reports and at the same time meet all formal requirements resulting from the act.
Artur Kuter
IT Director,
Lubelski Węgiel BOGDANKA S.A
Lubelski Węgiel BOGDANKA S.A
System functions
Creating service requests
Service requests management
Performance measurement
Registers
Orders and purchases
Legal services orders
Cybersecurity ticketing
Knowledge base
Communication and cooperation
Creating service requests
- Customized application forms – the possibility to fully adjust the form to the requirements of the company.
- The detailed description included in the request – defining category, subject, type, and priority of incoming tickets. Identifying connections and associations with given applications and contracts.
- Tracking ticket progress.
- Managing request queue and support lines. Automatic categorization and assigning tickets to the right employees.
- Possibility to add any number of observers.
- Various forms of attachments (.png, .jpg, .pdf etc.).
- Ensuring SLA compliance.
Service requests management
- Automatic prioritization and setting a time necessary to solve the ticket, all in accordance with the SLA.
- Monitoring and optimizing the effectiveness of the incident management process.
- Reporting the time spent on solving given tickets.
- Status changes visible for the selected users.
- Automatic notifications for all users assigned to the process after a certain action is performed e.g. status change, closing the ticket, etc.
- An optional questionnaire for assessing the quality of service provided.
Performance measurement
- Presenting aggregated data dynamically using many views and selected formats e.g. Gantt Charts, Task Boards (Kanban Board), tables, lists, and charts (bar, line, pie, etc.).
- Creating ticket reports e.g. statistics including the time necessary to close the tickets, number of tickets per employee, or clients’ opinions.
- Exporting data to selected file formats.
Registers
- Keeping a record of all requests together with the information about their statuses.
- Searching and sorting requests by given parameters, such as type, category, time to resolution, etc.
- Advanced filters, a quick overview of processed tickets with selected parameters e.g. administrative requests, IT requests, etc.
Orders and purchases
- Full control over the expenses – in case the ticket may require additional purchases e.g. service or spare parts.
- Planning and managing requests and orders for the organization’s internal/external services, fixed assets, and other office equipment.
- Managing the list of services and goods available for particular groups of users.
- Different types of requests and orders available. Setting priorities and deadlines.
- Automation of the order acceptance process based on given parameters, e.g. purchase value, applicant type, etc.
Legal services orders
- Module supporting the cooperation between selected departments and the Legal team. Managing legal service requests.
- Creating requests for consultations, expertise, and legal documents.
- Prioritizing the tasks and setting deadlines.
- Knowledge sharing, adding notes, and conducting discussions within a certain issue.
Cybersecurity ticketing
- The register of all IT softwares with assigned employees and their roles.
- Reporting cybersecurity incidents, also via mobile.
- Handling the requests in accordance with the process.
- Automatic notifications for stakeholders including information about new requests, and status change (e-mail, push, system).
- Automatically and dynamically created request forms – depending on the given stage.
- The register of requests/forms and ready-to-export responses to CERT.
Knowledge base
- The internal base of articles, including key procedures and practices, divided into tagged groups and categories. Automatically created table of contents – helping to quickly solve problems.
- Advanced permission system – materials available to users in accordance with granted permissions.
- Placing the links to individual articles anywhere in the system.
- Mechanisms for cyclical verification to confirm that users have read and understood the regulations, articles, procedures, etc. Possibility to immediately verify the list of people that got familiar with the selected issue.
- Support for users with the aid of system hints.
Communication and cooperation
- Flexible notification system (e-mail, push, system) where all notifications are sent after a certain action is performed e.g. new ticket submission, status change, etc.
- Setting reminders with additional notifications or sending e-mails including calendar events e.g. upcoming deadlines.
- Complex comment section which can be easily embedded anywhere in the system, e.g. under given tickets.
- Conducting and saving multi-threaded discussions with any number of nested replies and tagged users.
- Comprehensive text and image editor (for image attachments).
Incident management process fully adjusted to the needs of your organization
Service Desk Productive24 allows you to map the unique processes specific to the organization and flexibly build a workflow for any type of request from external stakeholders (customers, suppliers, and others), as well as employees and management team.
Seemingly inflexible processes such as managing employee applications, processing complaints, or handling IT tickets, as well as contracts for legal and purchasing services, could be individually adapted to the specific needs of an organization. What’s more, they can be measured, modified, and optimized taking into account the dynamic changes both in the market and within the organization itself. Systematic monitoring allows for quick reaction and elimination of threats, thus reducing potential damage and inconvenience.
Create your own business application ecosystem!
Each system built on the basis of the Productive24 platform can be easily combined with other solutions. The Service Desk Productive24 system can be linked to systems such as:
Explore other Business Management applications:
A comprehensive tool designed to effectively automate the work of sales department.
CRM
An application that provides ongoing control of all resources in the organization.
Office resources management
An application that allows you to comprehensively monitor the entire financial activity of the organization.
Finance management
An application that allows you to organize and comprehensively manage all the knowledge in the organization.
Knowledge and procedures base
A comprehensive application that allows you to effectively manage the fleet vehicles in the organization.
Fleet Management
The tool for a quick and effective time and task management.
Personal organizer
IT platform that enables you to automate and centralize the process of managing projects in your organization.
Project management
IT system which allows for effective planning and management of business trips and settlement of their expenses in each organization.
Business Travel Management
A ticketing system (ITS) designed for managing incidents and service requests and handling communication with the users.
Service desk
Create your own, custom solution which will fully reflect all your business processes.
Custom Software Development
Discover new possibilities!
Read more articles:
7 min.
From Excel to a dedicated application: fleet management at SEW-EURODRIVE Poland
An efficient vehicle fleet is the backbone of many organizations. It may seem that companies with an extensive fleet of dozens of vehicles need equally sophisticated systems to manage them. In fact, even “simple” automation of this process can bring surprisingly good results.…
7 min.
Knowledge sharing – an effective way of breaking down organizational silos
Navigating information silos poses a common challenge for numerous companies. Despite their intangible nature, these silos can significantly impede a company’s growth potential and hamper team effectiveness. Hence, delving deeper into this phenomenon is essential to grasp its formation mechanisms and associat…
2 min.
Employee onboarding: a case study on implementing Productive24 at Agata S.A.
Successfully introducing employees to a company’s structure is essential for their performance and commitment. In large organizations, planning and executing effective onboarding can be particularly challenging. How did Agata S.A. address onboarding automation?…