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Helpdesk 2.0, A unified support dashboard for providing support management to Internal or External Customers. Customizable to be used with any support function like IT Support, Operations, HR, Finance ...

Helpdesk 2.0, A unified support dashboard for providing support management to Internal or External Customers. Customizable to be used with any support function like IT Support, Operations, HR, Finance etc.



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Helpdesk Presentation Transcript

  • 1. Bringing Software as a Service
  • 2. A unified support dashboard for all Internal Support Departments (IT Support, Operations, HR, Finance) Netcellence Technologies Confidential
  • 3.
    • Highly Customizable
    • Hosted Service, i.e. Software available as Service.
    • User Interface gives Desktop Application feel.
    • No IT footprint, i.e. no Hardware, Software to install.
    Netcellence Technologies Confidential
  • 4.
    • Organizations who have felt a need of a system to manage the support requests sent to various support departments.
    • Organizations who are currently using Email/Phone based support.
    • Organizations typically of a size above 30 and having one or more of support staff, like IT, HR, Finance, Operations.
    • Organizations who are highly customer responsive, even to their internal customers.
    Netcellence Technologies Confidential
  • 5.
    • Email Notifications for all transactions and changes.
    • Public/Private Ticket Comments.
    • Additional file attachments.
    • Multi-level Support Group definitions.
    • Ticket show in queue of all support personals configured to be responsible.
    • Incoming Emails Generate tickets (coming soon…)
    Netcellence Technologies Confidential
  • 6.
    • Users identified by Location, Departments.
    • Tickets private to each User.
    • Support “Groups” allow all support group persons to access tickets for the group.
    Netcellence Technologies Confidential
  • 7.
    • Configures:
      • Location
      • Department
      • User Account Management
      • Groups
      • Ticket Classifications
      • Ticket Classification to Group Assignment
      • Responders (Support Personnel) to Group Membership
      • Other Administrator Accounts
    Netcellence Technologies Confidential
  • 8.
    • View/Modify the previously logged tickets
    • Submit a new Ticket
    • Search tickets.
    • Support Ticket Queue (only for support persons)
    Netcellence Technologies Confidential
  • 9.
    • New Ticket
    • Assigned/Pending/WorkinProgress/Resolved
    • Closed
    • A ticket can be closed only by the user who created it or closed automatically after 72 hours.
    • A resolved ticket can be reopened by the user.
    • Ticket could be kept in Pending state if it can’t be worked upon immediately.
    Netcellence Technologies Confidential
  • 10.
    • Work Log: Internal Comments, not visible to user who raised the support request.
    • Audit Trail: All changes happening to the support request in its lifecycle.
    • Dialog: Communication to and from the support person (responder) and requester (user).
    • Duplicate: Duplicate support requests can be marked.
    Netcellence Technologies Confidential
  • 11.
    • On demand service. Available anytime, anywhere.
    • No IT footprint, thus no capital expense.
    • Low, flat annual cost, irrespective of number of employees or offices, support persons.
    • Continuous improvements, feature additions without additional upgrade cost.
    • Customizations coming up to have your own dedicated URL, Logo, color, look-and-feel.
    Netcellence Technologies Confidential
  • 12.
    • Website:
      • http://www.netcellence.in
    • Email:
      • [email_address]
    • Demo Link:
      • http://helpdesk.netcellence.in/admin
        • Login: admin , Password: nimda , Organization: demo
      • http://helpdesk.netcellence.in/user
        • User - Login: ram , Password: ram, Organization: demo
        • Support Person - Login: mohan, Password: mohan, Organization: demo
    • Phone: +91-9810069056
    Netcellence Technologies Confidential
  • 13. Netcellence Technologies Confidential Thank you