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 Reports - All Open Tickets
Monitor Your Workload and SLA Requirements
Service Level Management
Help Desks that follow industry "Best Practices" know that their biggest job is in setting customer expectations. If customer expectations are properly set for respond and resolve times, and those times are met or exceeded, then customers tend to be pleased. Giva eHelpDesk gives you a report to run periodically that will tell you what the time to respond and resolve are for each service request. This will help you to set expectations. The All Open Tickets report lets you view all tickets for any Service Group sorted by Severity Level or any other column heading.
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