To handle incoming tickets from employees, customers or external users.
To measure the NPS and collect customer feedback.
To create any reports on processed incidents or service requests as well as to measure KPI.
To automate and control the purchasing process.
To provide support for both an IT department and Helpdesk in the process of incident management as well as to control SLA compliance.
To standardize the processes of handling service requests and add created procedures to the existing knowledgebase.
To improve the communication process and notify users (via e-mail, system, or PUSH) about changes in their request status on daily basis.
To adjust the solution to the individual needs of the organization.