ConSol CM/Helpdesk

Workflow-based IT help desk and support software with self-service portal

The software solution ConSol CM/Helpdesk offers users important functionalities for IT support and helpdesk for customers and employees. Incidents and inquiries can be processed and solved. The causes of malfunctions can be analyzed in a targeted manner.

Incoming inquries via e-mail, web form or self-service portal are automatically recorded and case-dependant - by workflow logic - forwarded to the responsible engineer in the 1st level, 2nd level or other specialist teams. For quick solution finding, FAQs are available for customers and engineers. The integrated change management enables the creation and tracking of simple and complex changes, even among different employees. The problem management process also enables the targeted tracking and rectification of major faults and interaction with open incidents.

• Fully workflow-based
  
• Team-capable
• Automation
• CustomizableEasy to use
• Transparent
• Self-service portal
• Automatic SLA monitoring
• Reportable
  
• Based on ITIL standards

Designed so that even with complicated malfunctions, users always have an overview with CM/Helpdesk. Real-time dashboards show open and completed activities. Users can create subtasks and monitor their processing. If mass disruptions are resolved, the user can close the linked tickets by solving the master ticket and all customers will be notified accordingly.

The user can involve employees and customers via the self-service portal. The interactive customer portal includes, among other things, online order tracking and thus saves the often "annoying" queries. Users can post news, tips or even sample solutions for problems in this self-service portal.

• Automatically convert incoming requests into tickets
• Workflow for forwarding to specialist or 2nd level teams
• Approval workflow
• Change management workflow
• Problem management workflow
• Flexible auto-response functions
• Intelligent full text search
• Frequently asked Questions (FAQ-Integration)
• Configurable text templates for e-mail replies
• 360-degree view of your tickets
• Process mass disruptions with just a few clicks
• Real-time dashboards
• Integrated data warehouse
  
• Reporting of requests, incidents and changes
• Flexible modeling tools for customizing processes and data fields
• Self-service portal
• Online order tracking for customers
• Sample solutions, tips and the latest news for customers and employees
  

CM/Helpdesk can be tailored to meet requirements. For this purpose, modeling tools are available for the adaptation of processes and data fields. The software grows with tasks.