MyriadApp offers to your employees, customers, suppliers and any other type of business interveners a complete Help Desk to let them report and track issues online about your equipments, products, and services.
With the distributed power of the MyriadApp help desk, your enterpise can maximize the efficiency of a dispersed support force working collectively from any office locations in the world.
The Help Desk is composed of two specialized web sections, one is optimized to handle thousands of business interveners and the other one is optimized for your support team.
On-demand web services for your business interveners
First, your business interveners have access to a complete knowledge base to search and consult FAQ and technical articles about your products, equipments, and services. When an incident workaround is not documented in the knowledge base, they can submit their incident and overtime track its status, its solution as formulated by your support team. Here are the main benefits:
- Only one entry point for complete and easy to use help desk web services
- 24-hour access to technical information, every day of the year.
- Well documented workaround solutions to know problems
On-demand web application for your support team
Submitted intervener requests and issues are promptly sent to your help desk support team and handle with an incident management web application. This comprehensive, easy-to-use help desk application enables your team to resolve support issues more quickly, keep track of their interventions, and quickly provide valuable feedback information to the requester. Here are the main functions of the incident management application:
- Incident information management coupled with a powerful search engine
- Quick incident assignation to key support people
- Incident priority management
- Incident intervention resolution time with step descriptions
- Incident priority escalation with automatic email to key management people
- Document and notes management
- Feedback messages management to interveners
- Knowledge base management
- MS Outlook integration to quickly and automatically attach emails to incidents
The incident management web application is integrated with several other web applications to manage your products, assets, and services. Moreover, the security management web application enables your MyriadApp administrator to define support roles and assign them to your support people.
Managers have access to help desk statistical reports, key performance indicators, and dashboards to view real-time support activity results.