Service desk and ticketing
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.
Handle incoming tickets from employees, customers or external users – all in accordance with SLA.
Measure satisfaction with the aid of the Net Promoter Score (NPS) and collect customer feedback.
Create any reports on processed incidents or service requests, as well as to measure selected KPIs.
Provide support for both an IT department and a Helpdesk in the process of incident management, as well as to control SLA compliance.
Automate and control the purchasing process.
Standardize the processes of handling service requests and add created procedures to the existing knowledgebase.
Improve the communication process and notify users (via e-mail, system, or PUSH) about changes in their request status on daily basis.
Adjust the solution to the individual needs of the organization thanks to possibility of self-configuration (by the administrator).
All Productive24 functions are available both in the WEB application and in the form of native mobile apps for Android, iPhone, and Windows, which also work offline. The app can be accessed from any place at any time.
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.
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.
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:
Each client registered in the company CRM base can easily report any incidents and monitor their progress.
Service requests or reported incidents in the form of a ticket assigned to the executors will appear as a task in their personal calendar.
Monitoring employee requests related to the fleet, equipment, user accounts etc. What’s more, reporting time to resolution, time to close, time to respond and all additional costs.
Parameters defined in the agreement automatically appear in a newly created service request.
Anonymously reporting issues in the organization related to fraud, harassment, theft etc.
The onboarding process for the employees from the Service Desk department, i.e. quizzes, various forms of tests etc.
Share the knowledge (e.g. best practices) with other team members and make references to existing articles during ticket processing.
If the request requires a business trip, all documents associated with that trip (costs, etc.) are assigned specifically to that request.
An application that allows you to organize and comprehensively manage all the knowledge in the organization.
A comprehensive tool designed to effectively automate the work of sales department.
IT system which allows for effective planning and management of business trips and settlement of their expenses in each organization.
An application that provides ongoing control of all resources in the organization.
An application that allows you to comprehensively monitor the entire financial activity of the organization.
A comprehensive application that allows you to effectively manage the fleet vehicles in the organization.
IT platform that enables you to automate and centralize the process of managing projects in your organization.
A ticketing system (ITS) designed for managing incidents and service requests and handling communication with the users.
The tool for a quick and effective time and task management.
Create your own, custom solution which will fully reflect all your business processes.
