CDESK Service desk

Manage relations with world and tasks workflow from one complex system. Succeed in your effort for better results in all business areas

CDESK Service desk consists of several modules for smooth performing of employees' work from detailed planning with fixed deadline terms, exact task delegation, up to capturing of all communication between operators and customers. 

This product is easily extendable by almost all additional modules, what makes it a variable tool capable to be adapted to needs of every company from all areas. In ​​IT area, CDESK Service desk supports ITIL (ITSM) and meets the demands of IT Service Management according to ISO 20000 standard.

Try CDESK Service desk and discover benefits
of clear task workflow management, meeting the deadlines
and become a reliable partner for your customers!

Try CDESK

Product content

  • Helpdesk with SLA - task workflow organization
  • Cases (Projects) - contracts and performed work evidence
  • Planning with term allocation options, Planning calendar
  • Calendar connector - Exchange, Gmail synchronization
  • Knowledge Base - know how, procedures, tips and information
  • Message processing of authorized e-mails - creation of requests, posts
  • Mobile application with offline functions
  • Communicator - chat between operators and customers

Extensions

  • Object database CMDB, advanced SLA terms on all objects - customers, devices, places, etc
  • Billing of work, structured contracts evidence
  • CRM module (being developed) - business agenda of sales and opportunities
  • Message processing of all e-mails sent to company's public addresses with various sorting rules
  • Integration with CM - IT monitoring & management tool
  • Maps with tasks and routes of your operators and customers
  • GPS vehicle tracking for location monitoring of vehicles
  • Accounting software connector for synchronization of customers, contacts, invoices and stock records into CDESK
  • Running portal on your own https:// address

Included modules in CDESK Service desk

 

Helpdesk with SLA

  • Scheduling of requests, tasks, based on SLA
  • Records and proposals approving, work evidence
  • E-mail and SMS notifications about deadlines
  • Assigning of requests adapted for individual needs operators and groups with recorded history
  • Discussion with customers, between operators
  • Acceptation of request completion with feedback rating from customers
  • Custom access rights for users, customers
  • Various ways of entering the requests - via CDESK portal, e-mail or web form
  • Substitution between operators with temporary access to their work
  • Rich, detailed helpdesk reports

 

 

Cases (Projects) - business cases evidence

  • Customized case properties by your needs
  • Entering of fulfillments and performed work by specific case od date of execution

 

 

Planning

  • Interactive Planning calendar displaying of all CDESK Service desk events by operators, terms and types
  • Planning of Periodical, repeated tasks in future with specific selection of intervals
  • Tasks delegation to specific operators and groups, seting various deadlines and response terms

 

 

Calendar connector

  • Synchronization of events into Planning calendar for better overview
  • MS Exchange - synchronization via one common account or each account separately
  • GMAIL (free) - each account can be synchronized with CDESK Planning calendar separately
  • Google apps - same as MS Exchange

 

 

Knowledge Base

  • Structured records of knowledge available for selected operators and public, commented and linked with fulfillments in requests
  • Evidence of know-how, solved problems, procedures, tips and other information with pictures and HTML support
  • Documents and manuals for training of new employees

 

 

Message processing of authorized e-mails

  • Answers to notification e-mails from CDESK processed by custom sorting rules
  • Automated creation of new tasks or discussion posts to specific solvers

 

 

Mobile application with offline functions

  • Access CDESK Service desk from your mobile smartphone or tablet device
  • Enter fulfillments also when offline - they will be uploaded once the device becomes online

 

 

 

Communicator with chat between operators or customers with account

  • Quick response on text messages via chat window
  • Browse contact list and see who is online

 

 

 

 

Extra charged modules for CDESK Service desk

 

Object database CMDB,
SLA agreements

  • Recorded all objects in database - customers, contacts, devices, vehicles, supplies, etc. with relations between objects and archived history of changes
  • Providing services within the dealed SLA agreement with customers 
  • Setting of specific reaction terms and problem solution on each particular object in CMDB

 

 

Billing of work, structured contracts evidence

  • Detailed, structured evidence for billing of work including contracts, extra charged services in various rates, divided into invoicing periods, transport fees
  • Evidence of internal works without adding them into an invoice, setting selected work records invisible to customers 
  • Basis for evaluating of employees' motivation

 

 

 

CRM module 

  • Evidence of Leads, Opportunities and business Cases
  • Management of customers and contacts
  • Monitoring of orders and turnovers
  • Detailed attributes and records
  • Bulk mailing, campaigns, profiling of customers

 

 

Message processing of
all e-mails to CDESK

  • Communication from various public e-mail addresses processed into CDESK Service desk
  • Detailed sorting rules of processing - automated creation of requests or keeping the messages in special folder accessible by responsible operator
  • Discussion with customers processed and automatically attached to related requests
  • Operators can send their private messages into CDESK with special e-mail

 

 

Integration with Customer Monitor

  • Strong benefit of connecting Customer Monitor - IT monitoring and management tool and CDESK Service desk
  • Direct creation of requests from problems occured on computers, further processing with Helpdesk
  • Easy ordering and extension of additional Customer Monitor functions
  • Support of ITIL (ITSM) for IT environment, IT services management in accordance with ISO 20000 standard

    read more about CM

 

 

Map systems

  • Exact geographical location evidence of customers and their places
  • Displaying of planned employee's places and routes by default vehicle's position
  • Selected request's fulfillments shown on map
  • Effective, quick route planning
  • Various map symbols and colors for distinguishing of request types and operators

 

 

GPS vehicle tracking

GPS vehicle tracking

  • Interconnection of benefits from Map systems with real time vehicle's position
  • Comparison of route plan with reality
  • Linking with several GPS providers and connection with GPS units in vehicle
  • Accurate current position of employee - possibility of operational plan changes (dispatching)

 

 

Accounting software connector

  • Working in one environment - CDESK system
  • Both ways synchronization of invoices, stock records and work recorded in the accounting software
  • Stock goods releasing from accounting software through CDESK
  • Stock evidence and editation
  • Direct invoice creation

 

 

Being on your own https:// address

  • Access CDESK portal running on your own domain
  • Regardless to the CDESK portal operation method - running as cloud or "on-premises" service

 

Try CDESK Service desk and discover benefits
of clear task workflow management, meeting the deadlines
and become a reliable partner for your customers!

Try CDESK