Creating, Editing and Searching Service Requests
Take a tour of eHelpDesk as a help desk analyst.
Reporting on Service Requests
Outstanding Giva Support
ITIL Help Desk Analyst Other Ticket Features
Perform Various Actions on Tickets
Other Giva eHelpDesk Ticket Features
In the "Actions" section you can keep track of the hours worked on a ticket. This can be useful if your company charges back to departments for services or if you have an outside vendor using Giva eHelpDesk. The Reports section includes a report that summarizes the hours worked in all tickets. This report an be sorted by by Department and/or Cost Center Code.
You can attach an asset to a ticket as part of the Giva eAssetManager. In addition, there are a series of Asset Management reports that are very useful.
You can also copy a ticket. Copying a ticket is an easy way to enter multiple tickets very quickly with all the same information except the customer name.
You can also back-date a ticket by clicking the create date. You can use this feature when you are entering requests that may have been submitted the previous day from voicemail or email.
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