T-HelpDesk

T-HelpDesk by TeraNet is a ticketing software solution that combines Help Desk, Service Desk, and IT Ticketing features in a single web-based platform. According to the vendor, this solution is designed to streamline trouble ticket management for various industries and professions, including IT departments, customer support teams, service providers, administrative departments, and manufacturing and production companies.

Key Features

Service Catalog Management: According to the vendor, T-HelpDesk allows users to create and manage a service catalog, categorize services, and assign specific Service Level Agreements (SLAs) to each service.

Ticket Creation and Management: Users can easily create and manage tickets, categorize them based on the service catalog, and track ticket status through a centralized dashboard, as claimed by the vendor.

Knowledge Base Integration: The vendor states that T-HelpDesk includes a built-in knowledge base that offers self-service resources and troubleshooting guides to help users find solutions to common issues.

Automatic Routing and Assignment: According to the vendor, T-HelpDesk offers automatic ticket routing and assignment based on predefined rules and criteria, improving efficiency and reducing response times.

SLA Management: Administrators can define and manage Service Level Agreements (SLAs) for different services and categories, setting response and resolution time targets, according to the vendor.

Reporting and Analytics: T-HelpDesk provides comprehensive reporting and analytics capabilities, allowing users to generate reports on ticket volumes, response times, and resolution rates to measure support team performance, as claimed by the vendor.

Asset Management: According to the vendor, T-HelpDesk includes asset management features that allow users to track and manage IT assets, associate them with relevant tickets or service requests, and maintain an inventory of assets.

Integration and Customization: T-HelpDesk supports integration with other systems and tools, such as email clients and CRM systems, and offers customization options to tailor the user interface and workflows, according to the vendor.