SERVICE REQUEST MGMT SYSTEM

Applications: • Helpdesk/ Ticket Management

• Service Request Management (CRM)

• Work Assignments

• Task Management

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FEATURES

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Customized/configurable Help Desk

Tracking of tasks/projects/calls/issues to closure

Email based ticket logging with auto reply (Manual logging

is possible)

Assignments based on issue category

Communication handling via email

Search tickets, re-assignments, logging, SLA, Escalations

Analytics and Reports

Individual agent logins, user to view the progress

User asset linking (optional)

Cloud based system, accessible anytime, anywhere

User could view the status without login

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LOG A TICKET

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- New issues, General, Lab related, IT Services and AMC Emails are read for

new tickets. Any new category can be added as needed.

- Tickets are assigned to an Agent based on the email address, it was received

- Email response along with the ticket# is sent to the originator

- Originator can track the progress of the ticket

- Agents work on the ticket to completion

- Ticket update history logged for tracking

Email issues to: General: category@iop-india.com

Lab: lab@iop-india.com

Ticket is raised and assigned to an lead agent automatically.

Lead agent reassigns tickets to the team

Agent works on the ticket to completion

Log tickets directly using web interface

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DASHBOARD

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- List of tickets based on priority, close-by date, status

- Tickets can be viewed for tracking progress or edited

- Charts on agent performance, ticket status, 12-week trend, volume trends

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EDIT TICKETS

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- Manage Issues– Edit, Update, Re-assign

- Send email notification on updates

- Review history of updates along with timeline

- Ticket status: WIP, completed/closed, re-opened or rejected

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SEARCH

6 - Search tickets based on Category, Status, Date range

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LOG A TICKET

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(c) 2014 IOP Technologies LLP

- Log a ticket by entering the details

- Set priority, category and close-by date

- Link to “recurring issue” – frequent occurring issues can be linked

- Feature to create multiple “requests that repeat periodically”

– for e.g., quarterly maintenance of an IT hardware/ equipment

Alternative to email based logging, ticket can be created online using the application

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MANAGE CATEGORIES

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Add, Edit and list categories

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MANAGE CATEGORY AGENTS

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- Add agent to categories

- Assign lead role for a category

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CATEGORY TO EMAIL ID MAPPING

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Inbox is mapped to a Category of request so that incoming emails

are logged under the right category

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REPORTS

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- Module wise

- Category wise

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CHARTS

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- Location wise

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CHARTS

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- One year trend

- Overall tickets count

- Agent performance numbers

- 12-weeks High/Med/Low trend

- High/Med/Low volume chart

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THANK YOU

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Copyright © 2015 IOP Technologies LLP.

All rights reserved. No part of this document may be reproduced, stored or transmitted in any form without the prior

written permission of IOP Technologies LLP. IOP Technologies endeavours to ensure that the information in this

document is correct and fairly stated, but does not accept liability for any errors or omissions.