Provision of Multiple Channels
Users can enter a ticket via the portal or via email or phone. The idea is for customers to be still able to relay their concerns should one of those channels encounter glitches.
Users can log service requests for various processes assigned to them. Different SLAs can be configured for different sets of users and support channels. Users can also track the progress of their requests.
Alert Agent & Track Progress
Agents can track requests from the helpdesk or they can be alerted automatically when the customer responds. Once an agent takes over a request the progress can be monitored by all assigned stakeholders.
Dashboard & Reporting
The dashboard provides a visual representation of aspects like completed requests, SLA adherences, and agent efficiency. Agent and team performance reports are available.
Ticket Automation & Workflows
Yiron Desk lets you structure very simple guidelines to remind an agent to follow up, or even remind a customer when a ticket is pending their reply. Or maybe you want to make sure a ticket gets routed to the right person or group. Tickets can easily be routed, escalated, closed, with completely customizable and flexible rules.
Teams and Agents
Automatically assign tickets to teams and agents. Route your requests by skills or groups to the appropriate channels and escalate accordingly, with effective monitoring.
Why Yiron Desk
Yiron’s ticketing system is easy to configure and customize as needed. It’s also modifiable as your company grows, with the ability to easily change the categories and other variables as often as is right for you.
Pricing flexibility and excellent value
Start small and grow at your own pace without having to initially pay for what you think you might need later.
Consistency and ease-of-use
Standardized user interfaces, capabilities, categorization, and procedures are applicable across the whole of the Yiron ticketing system, making it easy for IT staff to move between different capabilities and screens.
One place for all IT requests
Yiron Desk systems include a user portal that offers a single place for users to create tickets, view the status of open issues, and close out tickets once they’re resolved. A portal can also be used to relay important information to users (such as planned downtime), which can reduce unnecessary tickets.
Multitask smarter, even on the go
Our systems allow IT pros to more easily categorize and prioritize issues, allowing them to better sequence which issues to work on. For example, a tech might want to handle multiple similar issues together, making better use of their time.
A wide range of reporting options
Yiron’s dashboards and reporting – to allow the analysis of help desk and incident management and problem management performance – are an essential part of ensuring that operations are optimal, targets are being met, and potential improvements are identified and acted upon. Teams and agents with SLAs lagging can easily be identified and corrective measures taken.
Efficient Monitoring and Tracking
Efficiently monitor and track the current status of any complaint or service request raised by your customer using our advanced help desk management solution. It allows you to have an eye on the complete problem resolution cycle, starting from the time of its registration to the final resolution in a cost-effective manner.
Per User Model
- Cloud based model based on user count
- Customers will get the latest code, releases & updates at no extra cost
- No need to maintain in-house servers
- They can grow as business grows
- Entire maintenance by Yiron, no additional AMC cost