Helps
to organize

Your tech support, directing all requests and attention through a single-point solution aligned with ITIL and Best Practices.


Benefits

An application that centralizes all information and organizes cases in order of importance for the business.

Service groups comprehend their allocated time moment to participate and identify who is the appropriate support when escalating the case.

Knowledge bases assist users and support groups in following the steps of successful solutions that have already been proven, saving them time and effort.

Users are provided with a system for tracking their cases and online communication that notifies the user of any updates or the closing of the case along with the opportunity to rate the service received.

Discovery ServiceDesk, an essential tool for business that shortens solution times, reorganizes support and leads to the reduction of incidents.

The result; customers and users perceive a complete, organizes, agile, and personalized service.

COMPONENTS

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.

Self-service

Phone service burden is reduced through the use of the help icon installed in every computer. Users can:

  1. Report a case – a request form is created.
  2. How is the solution going? – Allows online tracking for cases already reported.
  3. Possible solutions – Allows online access to knowledge database.
  4. Change users – Allows users to place requests for cases for other users or computers.
  5. Take screenshots – Saves a screen image that can be attached to the case.
  6. Take screenshot of few colors – Saves a low-resolution screenshot.
  7. Record videos – Allows users to record screen videos using our video format.
  8. Help – Instructions for the self-service system.


Web Portal

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.

Categorization

Obtain a precise case classification. Configure up to 7 subcategories defining the topics for different branches of technology and other areas.

Priority

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.


Knowledge base

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.

Online Notifications

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.

Service ratings

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.

Dashboard

Information for monitoring. Multiple graphical gauges for managing the key indicators that measure the trends, health and status of a service.

Reports

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.

COMPATIBLE SYSTEMS

For the Discovery agent

  • The entire Windows family from 98 to Windows 8.1. Windows Server from 2003 to 2012 (32 and 64 bit). – Windows Mobile
  • Linux Red Hat Enterprise 5, OpenSUSE 11, CentOS 5, Fedora 11, Debian 5, Ubuntu Desktop and Server 9 and higher.
  • Mac - OS version 10 and higher.
  • Android version 2.3.3 (GINGERBREAD_MR1) and higher.

For the Discovery Server

  • Operating System Windows 2008 or higher and Server 2012 in its multiple editions (32 and 64 bit).
  • Internet Explorer 6 and higher.

For the Database

  • Microsoft SQL Server 2005 in its various editions (32 and 64 bit).
  • Oracle 10 g version 1 / version 2 and higher

Argentina

Arroyo 932 of 6A Capital Federal
Phone. 54 11 4393 4884

+ Email

Colombia

Av. El Dorado No. 68C-61
Edificio Torre Central Oficina 826
Phone.: (57-1) 427 6047

+ Email

Spain

Av. Juan Carlos I
Nº 13, Planta 2
Torre Garena
28806 Alcalá de
Henares, Madrid
Phone: (+34) 911 822 757
FAX: (+34) 911 822 768

+ Email

USA

2805 Walnut Ln
Hurst, Texas, USA
ZIP 76054
Phone.: 817 281 7866

+ Email

Mexico

Ejército Nacional,
487, Piso 2
11520 México D.F.
Phone: +52 55 5233 8403
Fax: +52 55 5233 8404

+ Email

Peru

Calle Las Camelias
Nº 828
San Isidro
Lima - Perú

+ Email