{"id":13490,"date":"2026-04-21T14:05:16","date_gmt":"2026-04-21T12:05:16","guid":{"rendered":"https:\/\/smartfp.cz\/helpdesk\/"},"modified":"2026-10-22T16:33:03","modified_gmt":"2026-10-22T14:33:03","slug":"helpdesk","status":"publish","type":"page","link":"https:\/\/smartfp.cz\/en\/solution\/operations-and-it\/helpdesk\/","title":{"rendered":"HelpDesk"},"content":{"rendered":"\n
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A helpdesk<\/mark> that puts your requirements in order<\/strong><\/h1>\n\n\n\n
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Manage incidents, requests and changes in one system. Accelerate IT support and keep track of what’s actually happening in your company. <\/p>\n\n\n\n

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I am interested in the module<\/a><\/div>\n\n\n\n
View demo<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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main functions<\/p>\n<\/div>\n\n\n\n

What the Help Desk Offers<\/mark> You<\/strong><\/h2>\n\n\n\n

All the tools you need for effective IT support in one place.<\/p>\n<\/div>\n\n\n\n

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Ticket system<\/strong><\/h4>\n\n\n\n

All requirements clearly in one place<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Automation<\/strong><\/h4>\n\n\n\n

Workflow, rules and SLAs save time and speed up solutions.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Assigned solver<\/strong><\/h4>\n\n\n\n

Each requirement has a clear responsibility.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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SLA and escalation<\/strong><\/h4>\n\n\n\n

Watching deadlines, priorities and automatic escalations.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Communication<\/strong><\/h4>\n\n\n\n

All communication and attachments upon request.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Reporting<\/strong><\/h4>\n\n\n\n

Overview of performance, SLAs, and IT team workload.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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All Features<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n
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Problems vs. Solutions<\/p>\n<\/div>\n\n\n\n

When you don’t have a help desk, chaos ensues<\/mark><\/strong><\/h2>\n<\/div>\n\n\n\n
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Problems<\/strong><\/h3>\n<\/div>\n\n\n\n
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Requests get lost in emails<\/p>\n<\/div>\n\n\n\n

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Nobody knows who’s solving what<\/p>\n<\/div>\n\n\n\n

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Incidents take too long to resolve<\/p>\n<\/div>\n\n\n\n

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L1 \/ L2 communication is bound<\/p>\n<\/div>\n\n\n\n

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Lack of overview of the status of requests<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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How SmartFP solves it<\/strong><\/h3>\n<\/div>\n\n\n\n
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Every request has its own solver<\/p>\n<\/div>\n\n\n\n

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Complete communication history<\/p>\n<\/div>\n\n\n\n

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Automatic ticket assignment<\/p>\n<\/div>\n\n\n\n

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Overview of requirements<\/p>\n<\/div>\n\n\n\n

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Fast incident resolution<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Helpdesk as a Comprehensive ITSM Solution<\/mark><\/strong><\/h3>\n\n\n\n

SmartFP Helpdesk is built on proven ITIL principles and covers key ITSM processes<\/p>\n\n\n\n

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More About ITSM Solutions<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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, and Management Incident<\/p>\n<\/div>\n\n\n\n

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Services Request<\/p>\n<\/div>\n\n\n\n

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, and Management Issues<\/p>\n<\/div>\n\n\n\n

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SLAs Management<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Simplify support<\/mark> and keep everything under control<\/strong><\/h3>\n\n\n\n

Try the Helpdesk in SmartFP and take your support to the next level.<\/p>\n<\/div>\n\n\n\n

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I am interested in the module<\/a><\/div>\n\n\n\n
View demo<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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How the IT Helpdesk works in practice<\/strong><\/h2>\n\n\n\n
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Origin of the request<\/strong><\/h3>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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A request can be submitted simply via email, through a form, or via an internal request. Users don’t have to worry about where to turn\u2014everything goes to one place. <\/p>\n<\/div>\n<\/div>\n\n\n\n

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The system ensures that no request gets lost right from the start.<\/mark><\/strong><\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Creating a ticket<\/strong><\/h3>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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The system automatically logs the request and converts it into a ticket.Based on the rules, it assigns it to the appropriate handler and sets the priority.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Every request has a clear status, assigned responsibility, and history.<\/strong><\/mark><\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Solution and Report<\/strong><\/h3>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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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.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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You have an overview of the team’s progress and performance, including SLAs.<\/strong><\/mark><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n

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Who for?<\/p>\n<\/div>\n\n\n\n

Who is the<\/mark> IT Helpdesk in SmartFP for?<\/mark> <\/strong><\/h2>\n<\/div>\n\n\n\n
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IT Support<\/strong><\/h3>\n<\/div>\n\n\n\n

Incident, request, and IT service management\u2014all in one place.<\/p>\n\n\n\n

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Overview of All Tickets<\/p>\n<\/div>\n\n\n\n

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fast incident resolution<\/p>\n<\/div>\n\n\n\n

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L1 \/ L2 cooperation \/ suppliers<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Operations and Facilities<\/strong><\/h3>\n<\/div>\n\n\n\n

Service requests, repairs, and internal tasks\u2014all without the chaos.<\/p>\n\n\n\n

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Fault Reporting<\/p>\n<\/div>\n\n\n\n

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maintenance management<\/p>\n<\/div>\n\n\n\n

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supplier coordination<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Staff<\/strong><\/h3>\n<\/div>\n\n\n\n

Easily enter your requests without having to figure out where to type them.<\/p>\n\n\n\n

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email or form<\/p>\n<\/div>\n\n\n\n

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quick response<\/p>\n<\/div>\n\n\n\n

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status overview<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Management<\/strong><\/h3>\n<\/div>\n\n\n\n

Performance monitoring, SLAs, and an overview of company activities.<\/p>\n\n\n\n

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reports and analyses<\/p>\n<\/div>\n\n\n\n

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SLA audit<\/p>\n<\/div>\n\n\n\n

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process optimization<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Read our case study<\/mark><\/strong><\/h2>\n\n\n\n

See how SmartFP helps companies digitise their daily agenda in practice.<\/p>\n\n\n\n

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I want to know more<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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\n AAA AUTO has accelerated the resolution of IT requirements thanks to SmartFP Helpdesk<\/a>\n \"\"\n <\/div>\n <\/div>
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\n AAA AUTO has accelerated the resolution of IT requirements thanks<\/a>\n <\/p>\n <\/header>

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When the original ticketing system is no longer sufficient\n\nIT requirements were under control. The problem was that the system that…<\/p>\n <\/div><\/div>

<\/div><\/div><\/div><\/div><\/article> <\/div>\n <\/div>\n <\/div>\n<\/div><\/div>\n<\/div>\n\n\n\n
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Learn how to use<\/mark> SmartFP in minutes<\/mark><\/strong><\/h2>\n\n\n\n
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You can customise the system to make it easy to use for everyone. Accountants, receptionists and bosses. On the computer and in the mobile app. Just a few details below. We will contact you and suggest a date for a demonstration, free of charge and without obligation. <\/p>\n<\/div>\n\n\n\n

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Ask for a sample<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n
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FAQ<\/p>\n<\/div>\n<\/div>\n\n\n\n

Your most common questions<\/mark><\/strong><\/h2>\n\n\n\n

Looking for answers to your questions or need help with our system? We’ve put together a list of frequently asked questions where you can find useful information and solutions to common problems. If anything is not clear to you? Send us a question. <\/p>\n\n\n\n

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Ask<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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What is a Help Desk?<\/summary>\n

The help desk is a system for tracking and resolving requests, incidents, and communication within the company. It helps ensure that no request is overlooked and that every request is assigned to a specific person to handle it. <\/p>\n<\/details>\n<\/div>\n\n\n\n

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What is the difference between a Help Desk and a Service Desk?<\/summary>\n

The help desk is primarily used to handle requests and incidents.The Service Desk is a broader concept that encompasses IT service management (ITSM), change management, SLAs, and other processes.<\/p>\n<\/details>\n<\/div>\n\n\n\n

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Is the Help Desk only for the IT department?<\/summary>\n

No. The help desk can be used across the entire company\u2014for IT, HR, operations, facilities, or administration. It handles all types of internal requests. <\/p>\n<\/details>\n<\/div>\n\n\n\n

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How do requests enter the system?<\/summary>\n

Requests can be submitted via email, through a form, or via an internal request. The system automatically converts them into tickets. <\/p>\n<\/details>\n<\/div>\n\n\n\n

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Who is ITSM suitable for?<\/summary>\n

For companies that want to maintain control over their IT services, improve their processes, and enhance the quality of their support.<\/p>\n<\/details>\n<\/div>\n\n\n\n

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Will the Help Desk help speed up the resolution of requests?<\/summary>\n

Yes. Thanks to visibility, automation, and SLAs, both response times and the resolution process itself are accelerated. <\/p>\n<\/details>\n<\/div>\n\n\n\n

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What does ITSM stand for?<\/summary>\n

ITSM (IT Service Management) is an approach to managing IT services within a company. It focuses on the effective provision of support, as well as incident management, change management, and service quality management. <\/p>\n<\/details>\n<\/div>\n\n\n\n

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Does SmartFP support ITIL?<\/summary>\n

Yes. SmartFP supports key ITIL principles, such as incident management, change management, SLAs, and workflow management. <\/p>\n<\/details>\n<\/div>\n\n\n\n

\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

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 functions What the Help Desk Offers You All the tools you need for effective IT support in one place. Ticket system All requirements clearly in […]<\/p>\n","protected":false},"author":16,"featured_media":0,"parent":5125,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_eb_attr":"","inline_featured_image":false,"_eb_data_table":"","footnotes":""},"class_list":["post-13490","page","type-page","status-publish","hentry"],"yoast_head":"\nHelpDesk - SmartFP<\/title>\n<meta name=\"description\" content=\"Corporate applications and integrations\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/smartfp.cz\/en\/solution\/operations-and-it\/helpdesk\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"HelpDesk - SmartFP\" \/>\n<meta property=\"og:description\" content=\"Corporate applications and integrations\" \/>\n<meta property=\"og:url\" content=\"https:\/\/smartfp.cz\/en\/solution\/operations-and-it\/helpdesk\/\" \/>\n<meta property=\"og:site_name\" content=\"SmartFP\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/smartformplatform\" \/>\n<meta property=\"article:modified_time\" content=\"2026-10-22T14:33:03+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/smartfp.cz\/wp-content\/uploads\/2026\/04\/fdfasfaf-scaled.png\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"2076\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/smartfp.cz\\\/en\\\/solution\\\/operations-and-it\\\/helpdesk\\\/\",\"url\":\"https:\\\/\\\/smartfp.cz\\\/en\\\/solution\\\/operations-and-it\\\/helpdesk\\\/\",\"name\":\"HelpDesk - 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