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  • With Artologik HelpDesk you get a tool that ensures your flow of support and ticket processes
  • You choose what to display in your individual ticket lists
  • All information is stored in the ticket, including emails and attachments
  • Ticket solutions are stored in the knowledge database and in the FAQ
  • Discover information needs and improve the routines, with statistics from HelpDesk
  • Get HelpDesk as a SaaS or install the program on your own server

HelpDesk – web-based trouble ticket and support software

HelpDesk provides a well-organized overview of
support matters and stores all related information in one place. The support tool has practical functions like an FAQ, delegation, a knowledge database and SLA.

It is possible to create customized log-in pages, making it easy for your customers to register trouble tickets, regardless of whether you're working in IT support, customer services or HR. The program is flexible and customizable and supports several ITIL processes. 

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  • The welcome page is the first page the users see when they log into the program. Create individual welcome pages for the different user roles in every language that has been activated in the system.
  • HelpDesk allows various ways of receiving tickets. In the menu “New ticket” tickets can be registered by the customers themselves or via telephone by support staff.
  • Tickets can also be registered with an external ticket form, whose data gets imported into HelpDesk. That way, it is not necessary for customers to log into the program.
  • In the menu “tickets” you can see all registered tickets. Various filters provide the required clarity.
  • Every information you need is clearly arranged in the ticket form. You decide which information is displayed and where it is placed.
  • The complete e-mail communication with the customer is saved in the ticket information. E-mails can be sent directly from within the ticket.
  • The actions and the solution of the ticket are documented in the ticket form. You decide if they should be visible to customers or not.
  • When closing a ticket you have the possibility to send the customer an e-mail with the ticket history and/or add the ticket to the FAQ.
  • New e-mails that have not yet been connected to a ticket are saved in a separate list. You can easily create new tickets from these e-mails.
  • In the menu “Search solution” customers can search within the FAQ-tickets for a solution; ticket operators within the whole knowledge base. The search can be limited with advanced search options.
  • A variety of report types is available in HelpDesk. You can e.g. show the ticket volume, the ticket handling time or the distribution of tickets.
  • In the editing mode of the reports, a multitude of settings is on hand, e.g. to define a time period or access rights or to group the reports.
Artisan Global Media, Vidéum, SE - 351 96 Växjö, Sweden, +46 (0)470 53 85 65, info@artologik.com