Helpdesk Module by Embee

Embee's customized help desk solution can help organizations by automating key request and service processes thereby reducing overall resolution times and improving requestor satisfaction. The Help Desk application can be used as a single platform to automate services for several departments, including IT, Admin, HR, Finance, etc.

Features of the Helpdesk module

1. Helpdesk provides you with the perfect overview.
2. You will see which product or service a customer is using, which individual agreements have been made, or even which service contracts are currently running.
3. Our Helpdesk module helps you to transfer tickets to other employees or manage your tickets in trouble ticket pools.
4. Define individual rules so that employees receive notifications of when new tickets have been cancelled or when they have been delegated.
5. The Helpdesk module helps you to track and account for all the service costs associated with each service request. As a result, you have full control of the service costs.
6. You can document your customer's individual service requirements by analysing the number of trouble tickets per customer.
7. Ticket actions give you the ability to merge one or more work procedures.
8. All the process phases, from accepting a new ticket, to its reallocation and assignment to a responsible employee are mapped and depicted as an action in the module.

Benefits of the application

1.  Centralized all-in-one environment for managing service requests for multiple departments.
2. Automatic ticket assignment.
3. Dashboards and automated reports.
4. E-Mail updates and notifications

Tools & Technologies Used

1. Front End - Developed on SPFX Framework 

2. Back end - SharePoint Online (Custom list to store data)