System for reporting incidents and requests
Users can enter the system through your website, email, or through the help icon, active on each PC that has a Discovery license installed. Option for creating cases by phone or other means.
Phone service burden is reduced through the use of the help icon installed in every computer. Users can:
Users can also access the self-service system through the system’s webpage using their previously registered usernames and passwords, or by synchronizing such data with the Active Directory.
Obtain a precise case classification. Configure up to 7 subcategories defining the topics for different branches of technology and other areas.
Prioritize attention to advisors taking into account the inherent impact and urgency of each case.
Schedules and Calendars
Identify workdays and non-working days applied to calendars personalized according to the conditions of each project.
Save time and energy. Ensure quality care, documenting solutions and creating your own knowledge base. Documentation separated by user’s language and technical language. Any type of files, text, html, videos, images, and other file types can be added to it.
Service Level Agreements
Service level agreements are stipulated according to parameters such as the wait time for reestablishing service, care groups, the escalation system and the maximum percentage of time that each group can devote to reestablishing service.
Informed users at all times. Users are automatically notified by the system when an advisor begins the attention, enters new actions or closes the case. They can also add additional new information and comments to the cases.
Get the online rating for each resolved case. Users have the ability to rate each closed case and even request revisions or the reopening of the case.
Information for monitoring. Multiple graphical gauges for managing the key indicators that measure the trends, health and status of a service.
Number of incidents, solution times, meeting SLA’s, cases by priority and service ratings, among others. Plus, complete application for the generation of report forms that allow the selection and creation of printable reports, queries and indicators to measure, evaluate and improve the management of the service desk.
100% web modules for attention and creation of cases. Chat between the administrators in charge and the user. Programmable service models with functional and hierarchical escalations, time compliance, authorization flows, service ratings among others, for custom configuration of Incident Management, Problems, Requests, Changes, Service Levels, Catalogs Service, Knowledge, Configuration and IT Assets.
Arroyo 932 of 6A Capital Federal
Phone. 54 11 4393 4884
Av. El Dorado No. 68C-61
Edificio Torre Central Oficina 826
Phone.: (57-1) 427 6047
Av. Juan Carlos I
Nº 13, Planta 2
28806 Alcalá de
Phone: (+34) 911 822 757
FAX: (+34) 911 822 768
2805 Walnut Ln
Hurst, Texas, USA
Phone.: 817 281 7866
487, Piso 2
11520 México D.F.
Phone: +52 55 5233 8403
Fax: +52 55 5233 8404
Calle Las Camelias
Lima - Perú
Phone: +51 442 3063
+51 441 20 80