Helpdesk

Cedval Helpdesk

A key element in ensuring better service is a well managed helpdesk. Cedval Info can help with the installation and configuration of your helpdesk, and can provide consultation services to help ensure that it runs smoothly and effectively. A well organized and properly configure helpdesk can ensure transparency into IT and improve through better organization and response. Cedval offers a complete Helpdesk solution, one that can act entirely as a standalone helpdesk solution or that can be completely integrated with our Monitoring as well as our Security offerings.

Our helpdesk offers a complete array of features, the equal of any other helpdesk no matter how expensive. Our helpdesk accepts tickets through regular email – users just send an email to the helpdesk and a ticket is created and a response sent back to the user. Tickets can be automatically routed to the appropriate person or group, and users can be kept informed at every step, reducing their frustration and helping them to understand the process. The system can also be easily configured to provide automatic escalations based on time, severity, and priority or any combination of these.

Naturally, the helpdesk has a simple and intuitive web interface that is easy to use and understand, and is accessible from virtually any web enabled device. The learning curve for technicians and management is extremely short further enhancing the ROI of the product. Further, the helpdesk allows you to respond to users in their native tongue, but work in yours.  On login, the helpdesk automatically detects which language each user prefers, so staff members can collaborate even if they speak different languages.

RT provides a simple, self-service interface that allows end users to view their own active and resolved tickets online: