Action Based Workflow Engine
Unique action based workflow engine ensures
consistency and accuracy throughout your
business processes. These do not require any
programming skills and new workflow may be
made available to your users immediately.
Self-Service Portal
The Self-Service Portal provides end-users
with the ability to log request and track
progress in real-time. The Portal also allows
the end user to search the knowledge base for
solutions and self-help guides to resolve
their issue(s).
Service Catalog
Create a catalog of common requests for IT
and non-IT services. Similar to other modules
within InfraDesk, permissions are based on
user, group and role to help your end users
see only those catalog items that are relevant
to them.
Auto Routing
Configure dynamic and flexible business
rules to route incoming requests to the
designated group or person for maximum
efficiency and quicker resolution. These rules
can be configured based on ticket content, day
of the week, time of the day, holidays and
many other available options.
Task Management
We provide you with the ability to create
or delegate tasks from change, incident and
problem tickets to alternative staff for
specialized activities. Such Tasks or work
orders can be leveraged to accomplish standard
repeatable activities such as New User Setup
or Desktop Provisioning in a timely and cost
efficient manner. Grouping of tasks and
intelligent workflows capabilities with Task
Flows offer a world of opportunities to
complete activities in sequential or parallel
fashion.
Custom Fields
Administrators have the ability to define
custom fields on tickets based on its
classification and made available to end users
and Analysts. These custom fields can also be
leveraged in the workflow engine to provide
and manage data that is vital to the
organization.
Dashboards and Reporting
Make business decisions, measure trends and
manage services using dashboards and
reporting. Dashboards provide a snapshot of
the state of the Service Desk such as ticket
volume, ticket aging, and Service Level
violations. Role-based Dashboards provide
users with a graphical interface to business
information allowing them to make key decision
based on that data.
Communication
Management
Standardize all communications from the
Service Desk using Communication Templates. In
addition, bi-directional email enables users
to create and update tickets in InfraDesk
allowing professional and consistent messaging
across the organization.
Customer Surveys
Measure your user satisfaction with
customized Customer Surveys. InfraDesk allows
the capability to configure the transmittal at
specific periods of interval such as number of
says or number of tickets between surveys.
Single Sign-On (optional)
Integration with Active Directory provides
single sign-on capability. This feature will
allow your end users to seamlessly login to
InfraDesk without having to enter their login
details each time.
Ticket Activity Audit
All important milestones such as actions,
communications and work log entries are
available on the ticket itself in
chronological order. This ensures the ability
to audit all levels for each ticket with the
associated history and audit trails.
Ticket Scheduling
Empower your Service Desk to automatically
create and assign tickets at periodic
intervals for standard repeatable activities
such as security audits, password renewals,
compliance tasks, month end and year end
reporting activities etc.
Categorization
Out-of-the-box categorization levels for
enhanced classification lead to efficient
routing and, ultimately, trends and metrics
reporting. InfraDesk provides up to 4 levels
of classification for tickets and
configuration items.
Attachments
Users have the ability to attach files to
tickets through email as well as the online
interface. Global Attachment is an additional
key feature that allows attachments to be
marked as common allowing them to be attached
to other tickets as well.
Time Tracking
Track the time spent for individual actions
as well as total time spent for every ticket.
This will enable you to predict and focus upon
areas which may require additional assistance
or personnel in direct correlation with long
term IT resource planning.
