In today’s fast-paced work environment, where every minute counts, it is important to have a clear and efficient system for dealing with requests and problems. Without a central system like HelpDesk, communication becomes chaotic, with important information getting lost and responses to suggestions being unnecessarily prolonged.
HelpDesk module in the SmartFP platform centralizes all requests, both internal and from customers. It allows easy entry of tickets, their automatic assignment and clear tracking of the solution status.
Using the REST API, you can connect HelpDesk to other services, such as asset management tools, vulnerability logging (e.g. Rapid7) or other IT systems. On the SmartFP platform, you can also easily connect it to timesheets, project management or business reports, so all your data flows seamlessly to where you need it.
Summary of the content of this article:
What is the HelpDesk system
HelpDesk is a tool used to manage requests and problems in companies. It enables effective communication between the support team and employees or customers. The system works on the basis of tickets that record each request with information about priority, status and communication history. This gives you a one-stop overview of all requirements and allows you to easily manage and evaluate your team’s capacity.
What are the problems in the absence of a centralised system
Without a centralized requirements management system, managing internal and external tasks can be very chaotic. Companies often struggle with confusion about the status of individual requests, their priority and subsequent resolution. This lack of process can lead to delays, miscommunication and difficulty in monitoring team performance.
What problems often occur:
- Loss of requests – requests come in different ways (emails, phone calls, chats) which means some may be overlooked or forgotten,
- Ineffective communication – many write down requests in Excel or ignore them, which slows down response time and makes subsequent analysis difficult,
- Lack of clarity on priorities – without a unified system, it is difficult to distinguish what is urgent and what can wait, leading to important tasks being missed,
- Insufficient planning – without an overview of the team’s workload and specific tasks, it is difficult to allocate capacity effectively, which can lead to overloading some team members or, on the contrary, unused potential.
- Inability to monitor SLAs and support quality – the company has no way to demonstrate whether it has met its SLAs (service level agreements) and the quality of its support.
A centralized requirements management tool eliminates chaos, improves communication and ensures efficient task allocation. This will increase productivity, improve adherence to response and resolution times defined in SLAs, and make the entire support process more transparent and efficient.
How SmartFP’s HelpDesk handles problems
Module HelpDesk module in SmartFP enables efficient management of requests from receipt to resolution, all online. Employees easily enter, assign and track requests in real time.
Thanks to the REST API, you can connect the system with other tools to centralize team communication and ensure quick and clear problem resolution without unnecessary delays and chaos.
What advantages this module brings:
- Ticketing system – each request is marked with a unique ID, category, priority and status, providing a clear overview and management of all requests,
- Requests Overview – The system allows you to filter and sort tickets by customer status , priority, category and more so all requests appear in one place,
- Automatic work allocation – requirements are automatically assigned to the appropriate teams, making it easy to allocate work and manage individual or team capacity,
- Multi-source support – HelpDesk allows you to receive requests from different sources (email, forms, portal) and centralize them all in one place,
- Integration with CRM and ERP systems – using the REST API, HelpDesk can be connected to other company systems, ensuring a smooth flow of information,
- Analysis and reporting – the system generates detailed reports that show the number of requests, their processing times and the workload of individual team members.
S HelpDesk in SmartFP, managing requests becomes a streamlined and transparent affair. Employees quickly enter tickets and add supporting documents, managers easily approve requests, and the support team has an instant overview of the status of all tasks. This saves time, ensures quick resolution of issues and allows the company to focus on key processes instead of inefficient administration.
How HelpDesk streamlines request management
If your company is still not using a centralized request management system, it’s time to implement one. Traditional methods, such as writing requests in Excel or communicating through different channels, are not efficient and often lead to many problems. These problems can manifest themselves in the form of lost information and dissatisfied customers.
With HelpDesk in SmartFP , you get a clear and efficient request management tool that simplifies the entire process.
Are you interested in this module?
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Linking HelpDesk with other modules
HelpDesk module in SmartFP is not just a standalone tool – thanks to the open REST API, it can be easily connected to other company systems.
Employee records, Travel orders or Trust Box can be linked so that processes run smoothly and automatically. For example, requests for technical support can be linked to the Employee Record, automatically retrieving employee data, or they can be part of a broader workflow that starts with suggestions in the Trust Box. This way of integration saves time not only when entering requests, but also when solving and evaluating them, which simplifies and speeds up the whole process.
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