HelpDeskEddy

Main article: IT Service Management (ITSM)

HelpDeskEddy is a customer support solution that also works as an internal Service Desk in the company. It is supplied both as a SaaS and as a boxed solution.

2022: Adding a Task Scheduler

On September 5, 2022, information appeared that a task scheduler appeared in the HelpDeskEddy system. With its help, you can implement automatic creation of requests and generation of reports on a schedule.

The principle of operation is simple: you need to create a task, specify its type (application/report) and settings, after which it will be created independently at the specified time, or on the same day, week or month:

Creating schedule requisitions will be extremely useful in cases where you need to create duplicate requisitions (typical tasks) after a certain amount of time - instead of doing this manually each time, it is enough to specify the requisition template once, after which it will be automatically created at the specified time.

The tool will also be no less useful for working with reports: for example, every Friday or every N day of the month, managers hold a meeting based on the results of the support service, where they, among other things, study the reporting on the system. Instead of manually generating a template each time, you need to create an automatic generation for it at the specified time, and a link to the report will be sent to all specified recipients by e-mail!

2016: Basic features of the HelpDeskEdd system

HelpDeskEddy is already operating, and more Lamoda Bank of Moscow than 300 companies, many of which have switched from competing support systems.

The main features of the HelpDeskEddy system for June 2016:

• Centralized collection of applications from different sources (e-mail, support portal, feedback form on the site, telephone), their registration and processing by specialists in a single format.
• Advanced claim management options: display, filter, sort claims and audit. In the system, you can set the search for a request by keywords and by customer; there is the possibility of group work on applications. The application card and its history are intuitive.
• Chat with a client with the ability to install a widget on your site.
• Knowledge base with a transparent tree structure, advanced search capabilities on it, with delimitation of access rights by customers and by employees of the organization.
• Standard reports and individual designer, for effective control and analysis of the support service.
• Personalization for more comfortable work. HelpDeskEddy can be configured to make you and your customers feel at home: change the interface color scheme and domain name (http://helpdesk.вашакомпания.ru), place your logo, add or remove speakers when working with applications.
• We have a mobile application for Android and a special version of the system for Apple.
• The system can use macros that will make life easier for your operators when performing routine actions, allowing you to perform several standard operations in one click at once.
• HelpDeskEddy can be integrated into the client portal, as well as with other solutions.
• The system has everything for total control: enter the division of rights by departments, client companies, set different levels of access rights for each group.
• HelpDeskEddy has integration with amoCRM, LDAP/Active Directory services.
• Advanced customer and customer contact management.
• Migration, transition from another system. It is possible to transfer data from the most popular HelpDesk systems. The transfer takes place automatically using integration methods.