- Software as a Service (SaaS) trouble ticketing application for real time tracking and reporting
- Automated log & route for ticket assignment
- User defineable automated notifications and escalations
- Unlimited user definable customized fields for information tracking
- User definable SLA’s (multiple) by serial number, product type, location or user group
- Automated escalations based on SLA or user definable triggers
- E-bonding electronic interface to other helpdesk applications via XML
- Secure, user definable, log-in and password for ticket viewing and editing
- 99.99% Uptime
- Custom and standard reporting
- User defineable satisfaction surveys
We can initiate service incidents is a variety of ways.
1.
Phone call – This is done via HP’s 800# and assigned PIN. CoSentry will provide a DID that this PIN number will point to. In this manner, we can identify that the call is coming from your organization. It also allows us to provide standard call statistics. We will answer the phone based on the agreed to scripting.
2.
Web link – Using our SolutionsDesk QuickLink, we would provide your organization with a URL. This URL would open a web form (customized to your requirements). The end user would complete the form and submit. This will generate a ticket in SolutionsDesk. The end user would get an immediate response with the assigned ticket number.
3.
Electronic case exchange – If the customer’s front end incident management application is capable of XML, we can develop a bi-directional B2B interface between SolutionsDesk and the customer’s application. In this format, the customer would open a ticket in their system and assign it to CoSentry’s SolutionsDesk application. The Internet would be the transport for these transactions. When SolutionsDesk receives the ticket from your organization, it would send back an acknowledgement with a unique SolutionsDesk ticket number. Any updates that are made in SolutionsDesk would update their system.
4.
E-mail – The customer could send us an email directly. Also, if their ticketing system can send a formatted email, we can receive and parse the information into SolutionsDesk for automated ticket creation.
5. Device Monitoring for proactive ticket creation – Your organization could use its own monitoring tool set or could use CoSentry’s to do proactive incident creation based upon ICMP and/or SNMP or custom MIB alerts.