eHelpDesk

eHelpDesk is a modern help desk application that unifies request intake, triage, and resolution in one place. It streamlines your operations with automated SLAs, smart routing, and clear visibility into team performance—so internal staff/ customers get faster, more reliable support.

Key capabilities

• Unified intake: Capture and track requests from forms, email, and chat in a single queue.

• Smart routing: Automatically assign tickets based on category, location, priority, VIP status, and workload.

• SLA management: First response and resolution timers with warning/breach alerts and escalations.

• Knowledge-driven resolution: Create, publish, and link articles to reduce handling time and improve consistency.

• Collaboration & audit: Internal/external comments, attachments, activity history, and full auditing.

• Reporting & dashboards: Live views of SLA attainment, backlog aging, agent productivity, category trends, and CSAT.

• Governance & security: Role-based access, queue scoping, and field-level protection for sensitive data.
  
  

Who it’s for
Support and service teams that need a reliable, measurable way to manage incidents and service requests at scale.

Benefits

• Faster response and resolution times

• Fewer escalations and handoffs

• Better knowledge reuse and consistency

• Clear accountability and continuous improvement through analytics