Help Desk MetaWinners

What does the Help Desk do?

Help Desk MetaWinners®, allows you to manage service request tickets, by:

- Service requests (When it does not substantially affect customer service or the production line), this user service process occurs when staff generally request some maintenance service or services for the daily operation of their activities.
- Incidents (If they interrupt the operation of customer services or stop the operation of any production line), this process must be followed immediately before it becomes a problem.

The Help Desk uses the email account defined in the Google Account of your mobile to manage Service Tickets.

It allows identifying the Area and Department of the applicant and of the person in charge of the service.

It establishes Service Level Agreements (SLAs), documents the objectives of each service level and specifies the responsibilities of the service provider and the user, agreeing on a response time to meet the demand for the service.

Tickets are filled out according to a capture format pre-established in the SLA, with the possibility of attaching image or video evidence.

The attention of the service is provided through answers where the date and time of attention appears, the time that elapsed until its resolution and evidence in image and video. Automatically informing the user who requested the service.

If necessary, a progress request can be sent to the person in charge of the service so that they can report on the status of the ticket solution.

Records the date that a Fixed Asset or Artifact had a Service Request or Incident.

It allows to know the tickets that are out of the agreed time.

Very important, it allows recording the expenses incurred in the search for the solution of a Ticket, as well as the recording of the Financial Loss that implied the interruption of service.

It allows to know the most frequent incidents that your production assets have.

Upon request, you can generate the SLAs Report (Service Level Agreements) in PDF format.

Why Help Desk MetaWinners®?

- Because it allows you to consult and update the progress of service tickets at any time and place.
- Because it allows users to be notified, through their emails, by sending and receiving an image or video of the ticket follow-up.
- Because now you will be able to know the Expenses and Financial Losses for always keeping the business active.
- Because it allows knowing when an Artifact had a Service Request or an Incident.