A helpdesk that puts your requirements in order
Manage incidents, requests and changes in one system. Accelerate IT support and keep track of what’s actually happening in your company.
main problems
When you don’t have a helpdesk, chaos ensues
All the tools you need for effective IT support in one place.
Ticket system
All requirements clearly in one place
Automation
Workflow, rules and SLAs save time and speed up solutions.
Assigned solver
Each requirement has a clear responsibility.
SLA and escalation
Watching deadlines, priorities and automatic escalations.
Communication
All communication and attachments upon request.
Reporting
Overview of performance, SLAs and utilization of
IT team.
What the Helpdesk brings to you
Problems
Requests get lost in emails
Nobody knows who’s solving what
Incidents take too long to resolve
L1 / L2 communication is bound
Lack of overview of the status of requests
How SmartFP solves it
Every request has its own solver
Complete communication history
Automatic ticket assignment
Overview of requirements
Fast incident resolution
Get an overview of all your IT requirements – in minutes
without commitment
instant overview
Functions
What the Helpdesk in SmartFP can do
All IT requirements in one system
In SmartFP, you keep track of all requests in one place – no matter where they come from.
Requests are automatically converted into tickets that you can sort, prioritize and track in real time.
Each ticket has a history, a status and a responsible solver, so you always know what stage it is in.
The result: you have a complete overview of all requests and none gets lost.
- centralisation of all requests (e-mail, forms)
- priorities, statuses and assignments
- communication history for each ticket
- clear interface for quick orientation
Incident and change management without confusion
Helpdesk enables you to effectively manage incidents and changes in line with the ITIL approach.
Urgent requests are dealt with quickly and changes are controlled from approval to implementation.
The system supports escalation and handover between L1 and L2 support.
The result: faster incident response and controlled change management.
- incident and outage management
- change management (change approval)
- handover (escalation) between L1 / L2
- overview of the status and progress of the solution
Automate request processing
Speed up your IT team’s work with automation.
The system automatically sorts requests, assigns them to solvers and monitors their progress.
You can customize the workflow to your processes – no programming required.
The result: less manual work and faster resolution of requests.
- automatic ticket assignment
- configurable workflow
- SLA (Service Level Agreement) and escalation
- rules for processing requests
- service catalogue and authorisation management
Requests directly from email without rewriting
The helpdesk processes email communication and automatically creates tickets from it.
All communication is saved directly to the request, so you have a complete history in one place.
Work with attachments and easy insertion of requests (e.g. drag & drop from Outlook) is also supported.
The result: no lost emails and clear communication.
- e-mail → ticket automatically
- complete communication history
- working with attachments
- drag & drop from Outlook
Keep track of your IT team’s performance
Thanks to reports and statements of work you can see how your team is working and where the weak spots are.
You can monitor the speed of solutions, compliance with SLAs and the workload of individual solvers.
The result: better data-driven decision-making.
- overview of team performance
- SLA (Service Level Agreement) monitoring
- statements of work
- analyses and reports
Connection to your company systems
You can easily connect the Helpdesk with other systems you use in your company.
This ensures a smooth flow of information across your organisation.
The system also supports the involvement of external suppliers.
The result: a unified environment without fragmented data.
- integration to CRM and ERP
- connection with other tools
- support of external suppliers
- mobile applications
Signatures as part of the process (the document is returned directly to the register)
Some employee documents are unnecessarily complex and often end up with questions for the accountant. SmartFP has an intuitive wizard that guides the user through completion, pre-populates much of the data from the records and makes sure nothing is missing.
- the guide explains what belongs where (without groping)
- some fields are automatically pre-populated from the employee’s record
- fewer errors, fewer corrections and faster processing
How the IT Helpdesk works in practice
Origin of the request
The request is made simply by email, form or internal input.
The user doesn’t have to worry about where to go – everything goes to one place.
The system ensures that no request is lost right from the start.
Creating a ticket
The system automatically registers the request and transfers it to a ticket.
Based on the rules, it assigns it to the correct solver and sets the priority.
Each request has a clear status, responsibility and history.
Solution
Communication, collaboration between L1 and L2 support and the solution itself is ongoing.
After the request is closed, it is evaluated, saved to the history and included in reports.
You have an overview of the team’s progress and performance, including SLAs.
Who for?
Who is the IT Helpdesk in SmartFP for?
IT Support / Service Desk
management of requests, incidents, communication with users
- overview of all requirements in one system
- fast incident resolution
- L1 / L2 cooperation / suppliers
CIO / IT Manager
managing team performance, SLAs and processes
- SLA and support performance check
- reports and analyses
- optimization of IT processes
Employees/users
easy to enter requests and fast response
- easy request (email / form)
- fast IT response
- overview of the request status
Read our case study
See how SmartFP helps companies digitise their daily agenda in practice.
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