Creating, Editing and Searching Service Requests
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Reporting on Service Requests
Outstanding Giva Support
ITIL Help Desk Analyst Ticket Help Questions
Questions Tied to the Nature of Request
Help for the Help Desk
Giva eHelpDesk provides features to help increase the number of service requests that you can rapidly resolve and improve the quality of that resolution. Every request has a Nature of Request (NOR) classification assigned to it. As an option, these NORs may be linked to a set of questions that should be asked by the Help Desk when this NOR event occurs. When you select the NOR, a window will pop-up presenting the questions and a place to enter the answers. These questions and answers will be stored in the Problem Description field of the ticket.
In addition, you have "Search service requests and "Search knowledge" functions where solutions to issues can be searched so that you can use past experience as a guide to help solve current problems.
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