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Best Internal Helpdesk Software Features

The Purple Desk internal helpdesk software provides features to improve team engagement and productivity through better communication and tracking of support requests. It offers dashboards and reports, traceability of requests as they move through different stages, and a flexible process flow. Additional benefits include improved productivity through faster response times, easy tracking of requests, and a user-friendly interface requiring little training. The software allows internal discussions on requests and sending of reminders and notifications by email.

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Rejoy Radhakrishnan
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78 views10 pages

Best Internal Helpdesk Software Features

The Purple Desk internal helpdesk software provides features to improve team engagement and productivity through better communication and tracking of support requests. It offers dashboards and reports, traceability of requests as they move through different stages, and a flexible process flow. Additional benefits include improved productivity through faster response times, easy tracking of requests, and a user-friendly interface requiring little training. The software allows internal discussions on requests and sending of reminders and notifications by email.

Uploaded by

Rejoy Radhakrishnan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

PURPLE DESK

The Right choice


Increases your team engagement and
productivity with better communication
Best Internal Helpdesk and tracking of the requests with
organized request types
TABLE OF CONTENTS

01 02
FEATURES BENEFITS
Product features

03 04
DASHBOARD & REPORTING PROCESS Outline
How Dashboard & Reporting works High level product process flow
Features
● My request

01 Dashboards ●
●
Others request
Different graphical representation

02 Traceability
● This core feature allows manage, track and
respond to the user queries

● Requests can be sent to the departments / specific

03 Flexible process flow ●


user in the department.
Allows to forward requests from one department to
another department or to the particular user.

04 SLA ● Priority based SLA

05 Access ● Easy to provide the access to the additional users /


remove the access for the particular user.

● Easy to attach the documents related to the

06 Manage documents ●
request.
Other than files, images, table content and text
descriptions can be stored within the request.
BENEFITS
Improves Productivity
Users can get the response quickly within the predefined
SLA based on the priority of the request

Traceability
Allows users to track the request to different stages in a
effective way till it get resolved

Easy to use
User friendly and easy to understand, anyone can use the
application without as much trained

No Users limits & easy configurations


No limitations for the users, easy setup for the ACL,
priority & SLA mapping, request type management,
department and employee mapping.
DASHBOARD & REPORTING
DASHBOARD & REPORTING
User-based dashboards

Different graphical representations with pivot reports

Dashboards for users own requests and others request to respond

Status based count with easy drill down the details

Easy to track records based on SLA

Options to filter by and group by with various conditions to generate the


report with the required data.

Dashboards for users own requests and others request to respond

Download reports
Process Outline
Raise request
User can create and send request
to one particular user or all users
in the department

Process request Respond/ Forward


Resolution and required details Request can be
can be provided and documents responded or
can be attached if required forwarded to other
user /departments

Access
Close / Reopen Easy to provide access to
Once responded, request
additional users and remove
will be moved to resolved,
access to the request for
user can reopen request if
existing users
the request is not solved
Internal discussions

◂ Users can do chats within the request

◂ Log Notes

◂ Send Remainders

◂ Mailing to the particular user or departments

◂ By default, mail notifications will be sent to all the messages.

◂ Log will be maintained for all the activity


THANKS

Contact: Sales@mechsoftme.com | 971524908692 | +97143367725

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