Name: FirstOne HelpDesk Management
Author: FirstOne Systems

Help Desk

Kiosk

Web and Video Conferencing

Customer Support

AI Code Generation

AI Development

Agile Development

Version Control

Development

Business Intelligence (BI)

Collaboration

Knowledge Management

Online Notary

Risk Management

Enterprise

Accounting

Anti-Money Laundering (AML)

Invoicing

Nonprofit Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Recognition

Employee Scheduling

HR Management

HR Service Delivery

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Code Review

Data Deduplication

Data Integration

Data Privacy Management

Data Warehouse

Database Load Balancing

Email Verification

Fraud Detection

Governance, Risk & Compliance

Integration Platform as a Service (iPaaS)

Low-Code Development

Managed DNS

Network Monitoring

Network Performance Monitoring

Object Storage

Privileged Access Management

Tape Storage

Value Stream Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Journey Analytics

Digital Rewards

Email Marketing

Marketing Automation

Search Engine Marketing (SEM)

Social Media Management

Social Media Marketing

Survey & Forms Building

Web Analytics

Website Builder

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Headless eCommerce

Sales Engagement

Trade Promotion Management

Sales

Database Security

Security Orchestration, Automation and Response (SOAR)

Virtualization Security

Security

Animation

Apparel

ID Card

Last Mile Delivery

Lease Management

Online Ordering

Vertical-Specific

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The FirstOne HelpDesk Management is a solution designed for helpdesk and knowledge management purposes. According to the vendor, it caters to various professions and industries, including IT professionals, customer support teams, service desk teams, healthcare, and manufacturing.

## Key Features

**HelpDesk and Knowledge Management**: According to the vendor, this solution provides ITIL-based helpdesk management, incident management, SLA management, service escalation, service request, and purchase request management.

**Problem Management**: The system reportedly supports change management, multiple business rule definition, and a knowledge base for efficient problem resolution.

**Helpdesk Operator Workspace**: The vendor claims that users can benefit from service representative load balancing and asset management functionalities to streamline their work.

**Reporting System**: The solution reportedly offers a configurable reporting system with graphical analysis, tabular reports, and customizable grouping, ordering, and filtering options.

**Technical Features**: According to the vendor, it integrates with Windows Active Directory for authentication, enables single sign-on, and provides SAP integration and workflow based on SAP-HR-OM. Role-based authorization is also available.

**Workflow: Multiple, Flexible, Approval Path**: The system reportedly allows for multiple approval paths, delegation of authority, user-specific dashboards, reminders, escalation procedures, equipment, and contractor upload, and a help library.

servis.ai empowers businesses to transform customer-facing operations through streamlined automation and AI-enhanced insights. The platform centralizes complex workflows, allowing teams to deliver betterservice while boosting productivity and clarity across every interaction.

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WorkHub Tasks

FirstOne HelpDesk Management

Help desk software provides a centralized system for managing customer and employee support requests. It streamlines communication and ticket management, enabling support teams to resolve issues much more efficiently. In addition, Help desk platforms offer features such as automation, self-service portals, and advanced analytics to optimize the support workflow and enhance user satisfaction. Explore different help desk software products by reading our user reviews and comparing features to find the best fit for your team.

FirstOne Systems

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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FirstOne HelpDesk Management

Overview

What is FirstOne HelpDesk Management?

Key Features