Help Desk
Respond to work-related problems and queries in one place
Support when you need it
Don’t let your team’s questions, problems and requests go unresolved. A key part of creating a healthy workplace enviornment is making sure the voices of your people are being heard. That’s why it’s important to provide a standardised line of communication to address problems and queries as they arise and connect them to appropriate parties that can solve their issue effectively and immediately.
Our solution is FACTOR Help Desk app which allows for employees to “Lodge a help desk ticket” that is either a question, problem, or request. Their current and past help desk tickets are stored in one place under “View my tickets” , and the response status of each ticket can be tracked and viewed.
Problems you may be facing
Disparate process for managing and responding to problems, requests, and questions between departments
Manual processing
Hard to track the status of queries
Issues expressed by staff have low response and resolve rates due to communication bottlenecks
Key Features
All help desk tickets in one place
View, prioritise and manage tickets under one roof. Even view the status of past and current ticket.
Streamlined
The ticket is categorised between problem, request, and question so it can be allocated to the right team/person for faster resolution.
Complete process
Identify gaps in the ticket and follow up for more information.
An app that's with you from problem to resolution
Manage work-related questions, issues and requests by using an app that houses the entire process from problem to resolution all in one place.
The central dashboard allows you to submit a new ticket, view tickets that have been submitted and check their progress. To submit a ticket, you must indicate its case type, whether it’s a question, problem, or request. In doing so, the responsible party gets notified.
Our solution utilises Microsoft Dynamics 365, Power Platform and SharePoint as our core. Hosted in your tenant it provides easy to use functionality and integrated security, utilising Azure Identity Management for single sign-in. With these inclusions already built in, your organisation can remain secure when using the FACTOR Help Desk App from day one.
You've encountered a problem, now what?
Submit a help desk ticket
Team members can submit a ticket regarding a question, request or problem. They’re provided a section to elaborate on their query. If it’s a specific problem, team members can also indicate if it’s Factor apps related, date/time of the problem, and describe the steps to reproduce the problem.
Resolution tracked and managed
In the backend, admins can delegate or follow up on Help Desk tickets. If the problem is Factor Apps related, then the ticket gets automatically sent to your organisation’s Factor apps representative for immediate resolution. If there’s a gap in information, then the responding party can follow up for clarity.
Outcome + record keeping
Team members will automatically be notified of their ticket resolution. They can find any past and current requests on the app and check on their statuses as well. Standardising the end-to-end process of submitting and responding to problems and queries will create a level of transparency and ease for your team and responsible parties.