To handle incoming tickets from employees, customers or external users.
To measure the NPS and to collect customer feedback.
To create the reports on processed incidents or service requests as well to measure KPI.
To automate and control the the purchasing process.
To provide support for both an IT department and Helpdeskin the process of incident management as well as to control SLA compliance.
To standardize the processes of handling service requests and to add created procedures to the existing knowledgebase.
To improve the communication process and to 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.