Support Desk

Helps optimize support system to deliver better support experience

Organization Size
(50 – 999 employees)

A global consortium that represents the interests of mobile operators worldwide, uniting nearly 800 operators with more than 300 companies in the broader mobile ecosystem including handset and device makers, software companies, equipment providers and internet companies.

Business Requirement

Customer required a help desk that helps them to track and manage support operations efficiently. In addition this they also wanted insights that helps them to manage support queue efficiently, analyse support ticket trends and integrate with their current ticketing system to provide insights..

Our Solution

After discussions and analysis by the team we conceptualized the Support Desk with a single holistic view of the support desk operations. The dashboard highlights support desk key metrics to monitor the operations, analyse
the support operations and ticket trends. This helps to pre-empt the service impacts, before they spell trouble and minimize loss due to any SLA impact.

Integration with Fresh Desk helps this dashboard improve support delivery performance and efficiency with
better insight into your ITSM data.

Customer Benefit and Value
  • Insights with key metrics to monitor the operations to make informed decisions and enhances ease of doing business
  • Enhance the services and build good relationship with the customers