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Ticketing System for Managing Help Desk & Service Desk Requests
Codenica ITSM collects and manages support tickets from both external clients and internal employees. The cloud-based ticketing system is integrated with asset management and inventory, a knowledge base, and internal chat and messaging systems.
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Currently available software language versions
EN
FR
ES
DE
PL
Main Ticket Types
Enhance issue resolution with distinct ticket types in Codenica ITSM, a SaaS platform.
Incidents
Incidents in the ticketing system allow for a quick response and reduce the impact of critical situations on customer satisfaction and business continuity.
Service Requests
Service requests in the ticketing system address specific customer needs or provide designated services, ensuring effective handling of inquiries.
Integrating Assets and Documents
Streamlined attachment process for comprehensive issue resolution.
Enhancing Context with Attachments
Within Codenica ITSM, cloud-based SaaS software integrates asset and document management within support requests. By enabling attachments directly within each request, agents gain immediate access to all pertinent information, resulting in a more informed and effective response for both customers and employees. This functionality simplifies ticket management and aligns with ITIL best practices, providing a comprehensive view of each issue within its operational context.
Comprehensive Cloud-based Ticketing Software for Help Desk & Service Desk
Advanced and customizable ticket management features.
Efficient Ticketing System
- Integrated ticket management features enable you to link assets, documents, and various support requests, with bulk editing capabilities.
- The system includes functionalities such as approvals, notes, emails, task and time management, and detailed activity logs.
- It also supports SLA, tags, categories, rich text with attachments, and prioritization parameters like urgency, impact, and severity.
Service Requests & Approvals (Plus License)
Client-defined request capabilities. Streamlining the approval process.
Client Requests
Available with the Plus license, the Requested Items feature in Codenica ITSM SaaS help desk & service desk software adds request functionality directly within tickets. In compliance with ITIL standards, it enables clients to specify their needs precisely, facilitating prompt handling by support agents. This improves workflow by fostering a more responsive and effective resolution process that meets both client expectations and SLA targets.
Approvals for Requested Items
With the Plus license, Codenica ITSM introduces an approval process for requested items. This feature enables support agents to obtain official approvals directly within the request, ensuring that all necessary consents are gathered before proceeding with fulfillment. Compliant with ITIL best practices, it formalizes the approval process, enhances workflow transparency, and ensures accountability in managing requests.
Workflow in the Codenica ITSM
Enhancing customer support efficiency in a cloud-based environment.
Enhancing Resolution Through Linking
Efficient management of related tickets.
Facilitating Connected Handling
Codenica ITSM, a cloud-based SaaS platform for help desk and service desk ticket management, streamlines issue resolution by enabling agents to manage related tickets from a unified main view. This feature promotes a more organized approach to ticket management, ensuring that interconnected issues are addressed collectively. It aligns with ITIL methodologies by maintaining a structured process for handling complex or multipart requests.
Task Management & Time Management in Codenica ITSM
Enhancing workflow by managing tasks. Precise time tracking in a cloud-based SaaS environment.
Organizing Work
The task management feature in the help desk platform allows you to break down the resolution process into individual tasks within each ticket. This supports a systematic approach to problem-solving by enabling clear organization and assignment of the actions needed to resolve a request. It improves team collaboration and ensures that each step is tracked, in line with ITIL best practices.
Time Recording
Codenica ITSM streamlines time tracking for both help desk and service desk operations. Its integrated time management feature enables detailed tracking of the time support agents spend resolving issues. The system records time dedicated to specific tasks within each ticket—including overtime—thereby aiding workload management, performance assessment, and ensuring accurate billing in accordance with ITIL standards.
Consolidated Client Communication & Public and Private Notes Within Tickets
Email correspondence & managing notes.
Email Interactions with the Requester
Codenica ITSM, a cloud-based SaaS solution for both help desk and service desk operations, consolidates all client communications within the 'Conversations' group, ensuring that every email exchange associated with a ticket is available in one accessible location. This feature facilitates seamless information exchange directly within the request, with messages appearing instantly in the Client Portal and simultaneously sent via email. It enhances transparency, and aligns with ITIL principles by providing a coherent, traceable history of all client interactions.
Versatile Note Features
In Codenica ITSM's cloud ticketing system, notes serve to supplement ticket information effectively. Private notes offer a secure space for support agents to record insights and internal details that remain hidden from clients, ensuring confidentiality. Conversely, public notes provide transparency by allowing clients to view key information in a read-only format within the ticket. This dual-note functionality supports a structured communication strategy and adheres to ITIL standards by clearly separating internal discussions from client-visible information.
Frequently Asked Questions
