SlideShare a Scribd company logo
1 of 14
Download to read offline
A SharePoint-based Ticketing,
Helpdesk and Case Management Solution.
What is MetaCaseDesk?
In the recent years, digital technologies have become a
necessary part of businesses. Seeing this, businesses have
setup teams or sections, who are solely responsible to re-
solve issues based on these technologies. It was quite dif-
ficult for a company to get the problems resolved within
the assigned SLA, therefore, ticketing solutions have been
developed to low down some weight from the teams.
MetaCaseDesk is not just a ticketing solution, it is also a
SharePoint-based helpdesk and case management solu-
tion, which helps all dimensions of businesses to resolve
the internal and external issues regularly. MetaCaseDesk
on-premise version runs smoothly on Microsoft SharePoint
Server 2010 and 2013, and its MetaOption cloud version
don’t require any installation as well as maintenance.
MetaCaseDesk offers cross AD (active directory) authen-
tication, Knowledgebase, Recurring Ticket, business unit
management, ticket auto-assigning, interactive and in-
formative dashboard, multi-user roles, assignment rule,
and many more handy features.
TABLE OF CONTENTS
_01 Multiple ways of creating tickets
_02 User-friendly customer portal and support portal
_03 Manage multiple business units efficiently
_04 Assignment rule for assigning tickets automatically
_05 Handling recurring issues was never been this easy!!!
_06 Resolve tickets in a few small steps
_07 Why MetaCaseDesk?
_08 The benefits of MetaCaseDesk do not end here!
_09 About MetaOption – the parent organization behind
Multiple ways of creating tickets
As we have shifted our focus more to the customer ease.
Customers (end users) generally get limited options to man-
age their tickets, and mostly they don’t get more than one
option to raise tickets. But here with MetaCaseDesk, custom-
ers can raise the tickets via email, customer portal, and sup-
port portal. Let’s see how.
Ticketing solutions generally hav-
ing no user-interface for the
customers always increases
complexity. On the contrary, Met-
aCaseDesk offers distinguish and
user-friendly customer and sup-
port portal to both, the end users
and support team respectively.
Customer portal helps the end
users to manage tickets, view re-
cent tickets history, etc. Support
portal allows the support team to
resolve end users’ tickets, assigns
tickets to different users, create
support group, etc.
User-friendly customer portal and support portal
MetaCaseDesk is not only limited
to manage a single Business Unit
in place, as it can manage multi-
ple business units, and a unit with
multiple subunits as well. Benefits
of which is a helpdesk solution
with no more complexity in terms
of various departments which is
more focused, again, to the cus-
tomer ease.
Manage multiple business units efficiently
Ticket assigning can be a time-
consuming task because the time
they are spending could be more
worthy if they have actually start-
ed resolving these tickets. What if,
these businesses can auto-assign
the tickets to the particular de-
partment?
MetaCaseDesk is capable of do-
ing this. What needs to do, is to
set an Assignment Rule – a real
piece of cake, which allows an
organization to auto-assign the
tickets to a specific support user
of a business unit, on the basis of
keywords, customers and send-
er’s email addresses.
Assignment rule for assigning tickets automatically
The reduction in the number of tickets, saves a
good amount of time and money from being
spent on support users as well as on digital tech-
nologies. Tickets containing recurring issues are
the one which can be reduced, if their solutions
are already provided to the end users and they
can be created automatically.
Knowledgebase: It allows the support team to
create topics, which contain issues with resolu-
tions, these issues are frequently faced by the end
users. It provides a search-field with many useful
filters, which makes it easier for the end users to
search topics.
Recurring Ticket: It helps the support team to man-
age the recurring issues, which are exclusively
and repeatedly needed to be resolved by them.
It allows the support team to auto-generate tick-
ets on a daily, weekly, monthly and yearly basis.
Moreover, support team can set the time as well.
MetaCaseDesk offers two effective fea-
tures for managing the recurring issues.
Handling recurring issues was never been this easy!
The more easy-to-use a solution
is, the less time it would take
to get used to, and numerous
important benefits businesses
can avail from it. MetaCa-
seDesk falls under the category
of these types of solutions, as
it doesn’t require any manual
installation, up-gradation and
maintenance.
MetaCaseDesk comes with
simple-to-use interface. To use
it, businesses either need to in-
stall it on their premises, or se-
lect the cloud version. Then,
only the login credentials are
required for the end users and
support team to get start with
it.
Resolve tickets in a few small steps
Following are a few steps, which shows how to use MCD for creating tickets:
Why MetaCaseDesk?
Businesses just need to have Microsoft SharePoint Server 2010 and 2013 to install MetaCaseDesk on
their premises. If they don’t have these servers than they can opt for the cloud version, which offers
additional benefits to Office 365 users.
Generally, for accessing the MetaCaseDesk, businesses don’t need to fulfill any special requirement.
It is accessible with minimum software and hardware requirement on all the popular web browsers,
like Internet Explorer, Mozilla Firefox, Opera, Google Chrome, and Apple Safari.
The reason for businesses to select MetaCaseDesk over other ticketing solutions is that, it offers a
number of fruitful and exclusive features which aren’t easily available in the market, like:
It offers cross AD (Active Directory) authentication, which saves precious time of businesses, as it allows
them to use their existing set of login credentials for accessing it.
Multi-user roles: It makes ticket management processes easier by offering multi-user roles. These roles
are end user, end user admin, support user (read-only), support user (read/write), and support user ad-
min.
One of the advantages of selecting MetaCaseDesk cloud version is that data gets stored on a secured
cloud, which is highly protected against all the external potential threats.
MetaCaseDesk targets all types of industries, such as IT/ITeS, oil and gas, automobile, petroleum, trans-
port, law firm, hospital, wholesale, construction, agriculture and auctioning.
With every license of MetaCaseDesk, businesses get personal training along with user manual, and
technical support from experts to solve the critical issues. And, its plans are available in flexible and af-
fordable prices.
The benefits of MetaCaseDesk do not end here!
Highly customizable solution, as it allows businesses to manage the custom fields. Further, any changes
from the developer side is possible. It can smoothly integrate with other SharePoint-based websites and
3rd party tools.
Even selective support users can manage tickets of a particular business unit. In addition, these support
users can select more than one business units.
Here, the support team can set the ticket priority. If tickets SLA (Service Level Agreement) is breached,
then it sends them notifications as well.
Support team can fetch important data in form of reports that can be exported into XLSX (Excel) file
format. These reports are used for the purpose of analysis.
Email and Status Log and interactive dashboard on support portal, which allows support team to track
complete details of any ticket, and analyze end users ticket respectively. The dashboard shows infor-
mation analytically and graphically.
This list doesn’t end here. You can find out more about MetaCaseDesk here, or you may read recent
articles on MetaCaseDesk blog.
About MetaOption- the parent
organization behind
Goods Order inventory META Email & Fax Add-on for Dynamics NAV
MetaCaseDesk is developed by MetaOption, which also works on the
maintenance and up-gradation. MetaOption is a New Jersey based
software development, consulting and IT service company, and a
Microsoft Gold Certified Partner. It is a decade-plus old company, and
has developed many quality products which include software, web
services, mobile solutions, customized solutions as per the business
requirement, and offers many other services as well, such as Microsoft
SharePoint Server 2010 and 2013, Microsoft Dynamics NAV, CRM and
GP, hosting, custom application development, IT staffing, virtualiza-
tion, and many more.
Learn more about MetaCaseDesk by visiting:
www.MetaCaseDesk.com.
A few other products and services from MetaOption
MetaOption LLC
2500 Plaza 5, 25th Floor
Harborside Financial Center
Jersey City, NJ 07311
Phone: +1-888-745-3321
Fax: +1 (201) 377-3150
Email: info@metaoption.com
Get answers to your questions regarding MetaCaseDesk by sending us an email at
Info@MetaCaseDesk.com.
Learn more about MetaOption by visiting www.MetaOption.com.
Get answers to your questions regarding MetaOption by sending us an email at
Info@MetaOption.com.
You can chat with us by dialing +1-888-745-3321
Office address

More Related Content

What's hot

What's hot (11)

MDM and Reference Data
MDM and Reference DataMDM and Reference Data
MDM and Reference Data
 
10 Steps for Customizing a Web App
10 Steps for Customizing a Web App10 Steps for Customizing a Web App
10 Steps for Customizing a Web App
 
JackDErickson Resume (120214)(General)
JackDErickson Resume (120214)(General)JackDErickson Resume (120214)(General)
JackDErickson Resume (120214)(General)
 
Esm 101 5.2
Esm 101 5.2Esm 101 5.2
Esm 101 5.2
 
BO WebI
BO WebIBO WebI
BO WebI
 
ER/Studio XE7 Datasheet
ER/Studio XE7 DatasheetER/Studio XE7 Datasheet
ER/Studio XE7 Datasheet
 
Zoho desk vs Team support
Zoho desk vs Team supportZoho desk vs Team support
Zoho desk vs Team support
 
MDM Institute: Why is Reference data mission critical now?
MDM Institute: Why is Reference data mission critical now?MDM Institute: Why is Reference data mission critical now?
MDM Institute: Why is Reference data mission critical now?
 
Client Connections
Client Connections Client Connections
Client Connections
 
1. Product Overview
1. Product Overview1. Product Overview
1. Product Overview
 
Knowledge Transfer in The E-World
Knowledge Transfer in The E-WorldKnowledge Transfer in The E-World
Knowledge Transfer in The E-World
 

Similar to SharePoint based helpdesk, ticketing and case management solution

Top 10 helpdesk software in 2022
Top 10 helpdesk software in 2022Top 10 helpdesk software in 2022
Top 10 helpdesk software in 2022DeskXpand
 
Vermont Teddy Bear Essay
Vermont Teddy Bear EssayVermont Teddy Bear Essay
Vermont Teddy Bear EssayAmy Williams
 
Motadata ITSM ServiceOps.pdf
Motadata ITSM ServiceOps.pdfMotadata ITSM ServiceOps.pdf
Motadata ITSM ServiceOps.pdfKIDOUKONE
 
KronoDesk Overview Presentation (2019)
KronoDesk Overview Presentation (2019)KronoDesk Overview Presentation (2019)
KronoDesk Overview Presentation (2019)Inflectra
 
Things to check in an enterprise grade grants management
Things to check in an enterprise grade grants managementThings to check in an enterprise grade grants management
Things to check in an enterprise grade grants managementArpitGautam20
 
KronoDesk Overview Presentation (2021)
KronoDesk Overview Presentation (2021)KronoDesk Overview Presentation (2021)
KronoDesk Overview Presentation (2021)Inflectra
 
TeamWox GroupWare System - Forex Edition (FX)
TeamWox GroupWare System - Forex Edition (FX)TeamWox GroupWare System - Forex Edition (FX)
TeamWox GroupWare System - Forex Edition (FX)fivosg
 
Sdsd Matrix Demo Positioning Presentation
Sdsd Matrix   Demo Positioning PresentationSdsd Matrix   Demo Positioning Presentation
Sdsd Matrix Demo Positioning PresentationMissLeylaBond
 
Take Care Travel Business Management
Take Care Travel Business ManagementTake Care Travel Business Management
Take Care Travel Business ManagementAtsc Group
 
White paper gathering tools
White paper gathering toolsWhite paper gathering tools
White paper gathering toolsCalame Software
 
Service Desk Manager English Presentation
Service Desk Manager English PresentationService Desk Manager English Presentation
Service Desk Manager English PresentationDesk Manager Software
 
docEdge - Enterprise Document Management Platform
docEdge - Enterprise Document Management PlatformdocEdge - Enterprise Document Management Platform
docEdge - Enterprise Document Management PlatformPERICENT
 
KronoDesk - On-Premise Help Desk Solution for Regulated Industries
KronoDesk - On-Premise Help Desk Solution for Regulated IndustriesKronoDesk - On-Premise Help Desk Solution for Regulated Industries
KronoDesk - On-Premise Help Desk Solution for Regulated IndustriesInflectra
 
Service desk evaluation_guide
Service desk evaluation_guideService desk evaluation_guide
Service desk evaluation_guideManone Vito
 
Virtual Desktops for the Enterprise
Virtual Desktops for the EnterpriseVirtual Desktops for the Enterprise
Virtual Desktops for the EnterpriseFlexera
 
Business Process Automation Solutions | BPA Services | DynaTech Systems
Business Process Automation Solutions | BPA Services | DynaTech SystemsBusiness Process Automation Solutions | BPA Services | DynaTech Systems
Business Process Automation Solutions | BPA Services | DynaTech Systemshenrryfor680
 

Similar to SharePoint based helpdesk, ticketing and case management solution (20)

Top 10 helpdesk software in 2022
Top 10 helpdesk software in 2022Top 10 helpdesk software in 2022
Top 10 helpdesk software in 2022
 
MaheshCV_Yepme
MaheshCV_YepmeMaheshCV_Yepme
MaheshCV_Yepme
 
Vermont Teddy Bear Essay
Vermont Teddy Bear EssayVermont Teddy Bear Essay
Vermont Teddy Bear Essay
 
Motadata ITSM ServiceOps.pdf
Motadata ITSM ServiceOps.pdfMotadata ITSM ServiceOps.pdf
Motadata ITSM ServiceOps.pdf
 
KronoDesk Overview Presentation (2019)
KronoDesk Overview Presentation (2019)KronoDesk Overview Presentation (2019)
KronoDesk Overview Presentation (2019)
 
Things to check in an enterprise grade grants management
Things to check in an enterprise grade grants managementThings to check in an enterprise grade grants management
Things to check in an enterprise grade grants management
 
KronoDesk Overview Presentation (2021)
KronoDesk Overview Presentation (2021)KronoDesk Overview Presentation (2021)
KronoDesk Overview Presentation (2021)
 
TeamWox GroupWare System - Forex Edition (FX)
TeamWox GroupWare System - Forex Edition (FX)TeamWox GroupWare System - Forex Edition (FX)
TeamWox GroupWare System - Forex Edition (FX)
 
Sdsd Matrix Demo Positioning Presentation
Sdsd Matrix   Demo Positioning PresentationSdsd Matrix   Demo Positioning Presentation
Sdsd Matrix Demo Positioning Presentation
 
GetSet ERP Brochure
GetSet ERP BrochureGetSet ERP Brochure
GetSet ERP Brochure
 
eBook-DataSciencePlatform
eBook-DataSciencePlatformeBook-DataSciencePlatform
eBook-DataSciencePlatform
 
Nabdslide
NabdslideNabdslide
Nabdslide
 
Take Care Travel Business Management
Take Care Travel Business ManagementTake Care Travel Business Management
Take Care Travel Business Management
 
White paper gathering tools
White paper gathering toolsWhite paper gathering tools
White paper gathering tools
 
Service Desk Manager English Presentation
Service Desk Manager English PresentationService Desk Manager English Presentation
Service Desk Manager English Presentation
 
docEdge - Enterprise Document Management Platform
docEdge - Enterprise Document Management PlatformdocEdge - Enterprise Document Management Platform
docEdge - Enterprise Document Management Platform
 
KronoDesk - On-Premise Help Desk Solution for Regulated Industries
KronoDesk - On-Premise Help Desk Solution for Regulated IndustriesKronoDesk - On-Premise Help Desk Solution for Regulated Industries
KronoDesk - On-Premise Help Desk Solution for Regulated Industries
 
Service desk evaluation_guide
Service desk evaluation_guideService desk evaluation_guide
Service desk evaluation_guide
 
Virtual Desktops for the Enterprise
Virtual Desktops for the EnterpriseVirtual Desktops for the Enterprise
Virtual Desktops for the Enterprise
 
Business Process Automation Solutions | BPA Services | DynaTech Systems
Business Process Automation Solutions | BPA Services | DynaTech SystemsBusiness Process Automation Solutions | BPA Services | DynaTech Systems
Business Process Automation Solutions | BPA Services | DynaTech Systems
 

Recently uploaded

Explore the Three Main Types of Logistics - Inbound Logistics, Outbound Logis...
Explore the Three Main Types of Logistics - Inbound Logistics, Outbound Logis...Explore the Three Main Types of Logistics - Inbound Logistics, Outbound Logis...
Explore the Three Main Types of Logistics - Inbound Logistics, Outbound Logis...Piyovi
 
Revolutionize Your Video Editing with InVideo.io: A Comprehensive Review
Revolutionize Your Video Editing with InVideo.io: A Comprehensive ReviewRevolutionize Your Video Editing with InVideo.io: A Comprehensive Review
Revolutionize Your Video Editing with InVideo.io: A Comprehensive Reviewjw364beach
 
Understanding Plagiarism: Causes, Consequences and Prevention.pptx
Understanding Plagiarism: Causes, Consequences and Prevention.pptxUnderstanding Plagiarism: Causes, Consequences and Prevention.pptx
Understanding Plagiarism: Causes, Consequences and Prevention.pptxSasikiranMarri
 
eSoftTools IMAP Backup Software and migration tools
eSoftTools IMAP Backup Software and migration toolseSoftTools IMAP Backup Software and migration tools
eSoftTools IMAP Backup Software and migration toolsosttopstonverter
 
Business Analyzopedia - Your Pocket Gita for Business Analysis
Business Analyzopedia - Your Pocket Gita for Business AnalysisBusiness Analyzopedia - Your Pocket Gita for Business Analysis
Business Analyzopedia - Your Pocket Gita for Business AnalysisDEEPRAJ PATHAK
 
VictoriaMetrics Q1 Meet Up '24 - Community & News Update
VictoriaMetrics Q1 Meet Up '24 - Community & News UpdateVictoriaMetrics Q1 Meet Up '24 - Community & News Update
VictoriaMetrics Q1 Meet Up '24 - Community & News UpdateVictoriaMetrics
 
The Ultimate Guide to Performance Testing in Low-Code, No-Code Environments (...
The Ultimate Guide to Performance Testing in Low-Code, No-Code Environments (...The Ultimate Guide to Performance Testing in Low-Code, No-Code Environments (...
The Ultimate Guide to Performance Testing in Low-Code, No-Code Environments (...kalichargn70th171
 
Zer0con 2024 final share short version.pdf
Zer0con 2024 final share short version.pdfZer0con 2024 final share short version.pdf
Zer0con 2024 final share short version.pdfmaor17
 
2024-04-09 - From Complexity to Clarity - AWS Summit AMS.pdf
2024-04-09 - From Complexity to Clarity - AWS Summit AMS.pdf2024-04-09 - From Complexity to Clarity - AWS Summit AMS.pdf
2024-04-09 - From Complexity to Clarity - AWS Summit AMS.pdfAndrey Devyatkin
 
Pros and Cons of Selenium In Automation Testing_ A Comprehensive Assessment.pdf
Pros and Cons of Selenium In Automation Testing_ A Comprehensive Assessment.pdfPros and Cons of Selenium In Automation Testing_ A Comprehensive Assessment.pdf
Pros and Cons of Selenium In Automation Testing_ A Comprehensive Assessment.pdfkalichargn70th171
 
full course of software engineering mid term.pdf
full course of software engineering mid term.pdffull course of software engineering mid term.pdf
full course of software engineering mid term.pdfAbdul salam
 
What’s New in VictoriaMetrics: Q1 2024 Updates
What’s New in VictoriaMetrics: Q1 2024 UpdatesWhat’s New in VictoriaMetrics: Q1 2024 Updates
What’s New in VictoriaMetrics: Q1 2024 UpdatesVictoriaMetrics
 
Tech Tuesday Slides - Introduction to Project Management with OnePlan's Work ...
Tech Tuesday Slides - Introduction to Project Management with OnePlan's Work ...Tech Tuesday Slides - Introduction to Project Management with OnePlan's Work ...
Tech Tuesday Slides - Introduction to Project Management with OnePlan's Work ...OnePlan Solutions
 
Mastering Project Planning with Microsoft Project 2016.pptx
Mastering Project Planning with Microsoft Project 2016.pptxMastering Project Planning with Microsoft Project 2016.pptx
Mastering Project Planning with Microsoft Project 2016.pptxAS Design & AST.
 
ETE PPT.pdf LMMKLMKLMLKMLLMJKBHJBHBNUIHBU
ETE PPT.pdf LMMKLMKLMLKMLLMJKBHJBHBNUIHBUETE PPT.pdf LMMKLMKLMLKMLLMJKBHJBHBNUIHBU
ETE PPT.pdf LMMKLMKLMLKMLLMJKBHJBHBNUIHBUsamruddhijedgule2004
 
What is Mendix and the concept of low-code development.docx
What is Mendix and the concept of low-code development.docxWhat is Mendix and the concept of low-code development.docx
What is Mendix and the concept of low-code development.docxTechnogeeks
 
Introduction to Firebase Workshop Slides
Introduction to Firebase Workshop SlidesIntroduction to Firebase Workshop Slides
Introduction to Firebase Workshop Slidesvaideheekore1
 
logical backup of Oracle Datapump-detailed.pptx
logical backup of Oracle Datapump-detailed.pptxlogical backup of Oracle Datapump-detailed.pptx
logical backup of Oracle Datapump-detailed.pptxRemote DBA Services
 
SAM Training Session - How to use EXCEL ?
SAM Training Session - How to use EXCEL ?SAM Training Session - How to use EXCEL ?
SAM Training Session - How to use EXCEL ?Alexandre Beguel
 
OpenMetadata Community Meeting - 4th April, 2024
OpenMetadata Community Meeting - 4th April, 2024OpenMetadata Community Meeting - 4th April, 2024
OpenMetadata Community Meeting - 4th April, 2024OpenMetadata
 

Recently uploaded (20)

Explore the Three Main Types of Logistics - Inbound Logistics, Outbound Logis...
Explore the Three Main Types of Logistics - Inbound Logistics, Outbound Logis...Explore the Three Main Types of Logistics - Inbound Logistics, Outbound Logis...
Explore the Three Main Types of Logistics - Inbound Logistics, Outbound Logis...
 
Revolutionize Your Video Editing with InVideo.io: A Comprehensive Review
Revolutionize Your Video Editing with InVideo.io: A Comprehensive ReviewRevolutionize Your Video Editing with InVideo.io: A Comprehensive Review
Revolutionize Your Video Editing with InVideo.io: A Comprehensive Review
 
Understanding Plagiarism: Causes, Consequences and Prevention.pptx
Understanding Plagiarism: Causes, Consequences and Prevention.pptxUnderstanding Plagiarism: Causes, Consequences and Prevention.pptx
Understanding Plagiarism: Causes, Consequences and Prevention.pptx
 
eSoftTools IMAP Backup Software and migration tools
eSoftTools IMAP Backup Software and migration toolseSoftTools IMAP Backup Software and migration tools
eSoftTools IMAP Backup Software and migration tools
 
Business Analyzopedia - Your Pocket Gita for Business Analysis
Business Analyzopedia - Your Pocket Gita for Business AnalysisBusiness Analyzopedia - Your Pocket Gita for Business Analysis
Business Analyzopedia - Your Pocket Gita for Business Analysis
 
VictoriaMetrics Q1 Meet Up '24 - Community & News Update
VictoriaMetrics Q1 Meet Up '24 - Community & News UpdateVictoriaMetrics Q1 Meet Up '24 - Community & News Update
VictoriaMetrics Q1 Meet Up '24 - Community & News Update
 
The Ultimate Guide to Performance Testing in Low-Code, No-Code Environments (...
The Ultimate Guide to Performance Testing in Low-Code, No-Code Environments (...The Ultimate Guide to Performance Testing in Low-Code, No-Code Environments (...
The Ultimate Guide to Performance Testing in Low-Code, No-Code Environments (...
 
Zer0con 2024 final share short version.pdf
Zer0con 2024 final share short version.pdfZer0con 2024 final share short version.pdf
Zer0con 2024 final share short version.pdf
 
2024-04-09 - From Complexity to Clarity - AWS Summit AMS.pdf
2024-04-09 - From Complexity to Clarity - AWS Summit AMS.pdf2024-04-09 - From Complexity to Clarity - AWS Summit AMS.pdf
2024-04-09 - From Complexity to Clarity - AWS Summit AMS.pdf
 
Pros and Cons of Selenium In Automation Testing_ A Comprehensive Assessment.pdf
Pros and Cons of Selenium In Automation Testing_ A Comprehensive Assessment.pdfPros and Cons of Selenium In Automation Testing_ A Comprehensive Assessment.pdf
Pros and Cons of Selenium In Automation Testing_ A Comprehensive Assessment.pdf
 
full course of software engineering mid term.pdf
full course of software engineering mid term.pdffull course of software engineering mid term.pdf
full course of software engineering mid term.pdf
 
What’s New in VictoriaMetrics: Q1 2024 Updates
What’s New in VictoriaMetrics: Q1 2024 UpdatesWhat’s New in VictoriaMetrics: Q1 2024 Updates
What’s New in VictoriaMetrics: Q1 2024 Updates
 
Tech Tuesday Slides - Introduction to Project Management with OnePlan's Work ...
Tech Tuesday Slides - Introduction to Project Management with OnePlan's Work ...Tech Tuesday Slides - Introduction to Project Management with OnePlan's Work ...
Tech Tuesday Slides - Introduction to Project Management with OnePlan's Work ...
 
Mastering Project Planning with Microsoft Project 2016.pptx
Mastering Project Planning with Microsoft Project 2016.pptxMastering Project Planning with Microsoft Project 2016.pptx
Mastering Project Planning with Microsoft Project 2016.pptx
 
ETE PPT.pdf LMMKLMKLMLKMLLMJKBHJBHBNUIHBU
ETE PPT.pdf LMMKLMKLMLKMLLMJKBHJBHBNUIHBUETE PPT.pdf LMMKLMKLMLKMLLMJKBHJBHBNUIHBU
ETE PPT.pdf LMMKLMKLMLKMLLMJKBHJBHBNUIHBU
 
What is Mendix and the concept of low-code development.docx
What is Mendix and the concept of low-code development.docxWhat is Mendix and the concept of low-code development.docx
What is Mendix and the concept of low-code development.docx
 
Introduction to Firebase Workshop Slides
Introduction to Firebase Workshop SlidesIntroduction to Firebase Workshop Slides
Introduction to Firebase Workshop Slides
 
logical backup of Oracle Datapump-detailed.pptx
logical backup of Oracle Datapump-detailed.pptxlogical backup of Oracle Datapump-detailed.pptx
logical backup of Oracle Datapump-detailed.pptx
 
SAM Training Session - How to use EXCEL ?
SAM Training Session - How to use EXCEL ?SAM Training Session - How to use EXCEL ?
SAM Training Session - How to use EXCEL ?
 
OpenMetadata Community Meeting - 4th April, 2024
OpenMetadata Community Meeting - 4th April, 2024OpenMetadata Community Meeting - 4th April, 2024
OpenMetadata Community Meeting - 4th April, 2024
 

SharePoint based helpdesk, ticketing and case management solution

  • 1. A SharePoint-based Ticketing, Helpdesk and Case Management Solution.
  • 2. What is MetaCaseDesk? In the recent years, digital technologies have become a necessary part of businesses. Seeing this, businesses have setup teams or sections, who are solely responsible to re- solve issues based on these technologies. It was quite dif- ficult for a company to get the problems resolved within the assigned SLA, therefore, ticketing solutions have been developed to low down some weight from the teams. MetaCaseDesk is not just a ticketing solution, it is also a SharePoint-based helpdesk and case management solu- tion, which helps all dimensions of businesses to resolve the internal and external issues regularly. MetaCaseDesk on-premise version runs smoothly on Microsoft SharePoint Server 2010 and 2013, and its MetaOption cloud version don’t require any installation as well as maintenance. MetaCaseDesk offers cross AD (active directory) authen- tication, Knowledgebase, Recurring Ticket, business unit management, ticket auto-assigning, interactive and in- formative dashboard, multi-user roles, assignment rule, and many more handy features.
  • 3. TABLE OF CONTENTS _01 Multiple ways of creating tickets _02 User-friendly customer portal and support portal _03 Manage multiple business units efficiently _04 Assignment rule for assigning tickets automatically _05 Handling recurring issues was never been this easy!!! _06 Resolve tickets in a few small steps _07 Why MetaCaseDesk? _08 The benefits of MetaCaseDesk do not end here! _09 About MetaOption – the parent organization behind
  • 4. Multiple ways of creating tickets As we have shifted our focus more to the customer ease. Customers (end users) generally get limited options to man- age their tickets, and mostly they don’t get more than one option to raise tickets. But here with MetaCaseDesk, custom- ers can raise the tickets via email, customer portal, and sup- port portal. Let’s see how.
  • 5. Ticketing solutions generally hav- ing no user-interface for the customers always increases complexity. On the contrary, Met- aCaseDesk offers distinguish and user-friendly customer and sup- port portal to both, the end users and support team respectively. Customer portal helps the end users to manage tickets, view re- cent tickets history, etc. Support portal allows the support team to resolve end users’ tickets, assigns tickets to different users, create support group, etc. User-friendly customer portal and support portal
  • 6. MetaCaseDesk is not only limited to manage a single Business Unit in place, as it can manage multi- ple business units, and a unit with multiple subunits as well. Benefits of which is a helpdesk solution with no more complexity in terms of various departments which is more focused, again, to the cus- tomer ease. Manage multiple business units efficiently
  • 7. Ticket assigning can be a time- consuming task because the time they are spending could be more worthy if they have actually start- ed resolving these tickets. What if, these businesses can auto-assign the tickets to the particular de- partment? MetaCaseDesk is capable of do- ing this. What needs to do, is to set an Assignment Rule – a real piece of cake, which allows an organization to auto-assign the tickets to a specific support user of a business unit, on the basis of keywords, customers and send- er’s email addresses. Assignment rule for assigning tickets automatically
  • 8. The reduction in the number of tickets, saves a good amount of time and money from being spent on support users as well as on digital tech- nologies. Tickets containing recurring issues are the one which can be reduced, if their solutions are already provided to the end users and they can be created automatically. Knowledgebase: It allows the support team to create topics, which contain issues with resolu- tions, these issues are frequently faced by the end users. It provides a search-field with many useful filters, which makes it easier for the end users to search topics. Recurring Ticket: It helps the support team to man- age the recurring issues, which are exclusively and repeatedly needed to be resolved by them. It allows the support team to auto-generate tick- ets on a daily, weekly, monthly and yearly basis. Moreover, support team can set the time as well. MetaCaseDesk offers two effective fea- tures for managing the recurring issues. Handling recurring issues was never been this easy!
  • 9. The more easy-to-use a solution is, the less time it would take to get used to, and numerous important benefits businesses can avail from it. MetaCa- seDesk falls under the category of these types of solutions, as it doesn’t require any manual installation, up-gradation and maintenance. MetaCaseDesk comes with simple-to-use interface. To use it, businesses either need to in- stall it on their premises, or se- lect the cloud version. Then, only the login credentials are required for the end users and support team to get start with it. Resolve tickets in a few small steps
  • 10. Following are a few steps, which shows how to use MCD for creating tickets:
  • 11. Why MetaCaseDesk? Businesses just need to have Microsoft SharePoint Server 2010 and 2013 to install MetaCaseDesk on their premises. If they don’t have these servers than they can opt for the cloud version, which offers additional benefits to Office 365 users. Generally, for accessing the MetaCaseDesk, businesses don’t need to fulfill any special requirement. It is accessible with minimum software and hardware requirement on all the popular web browsers, like Internet Explorer, Mozilla Firefox, Opera, Google Chrome, and Apple Safari. The reason for businesses to select MetaCaseDesk over other ticketing solutions is that, it offers a number of fruitful and exclusive features which aren’t easily available in the market, like: It offers cross AD (Active Directory) authentication, which saves precious time of businesses, as it allows them to use their existing set of login credentials for accessing it. Multi-user roles: It makes ticket management processes easier by offering multi-user roles. These roles are end user, end user admin, support user (read-only), support user (read/write), and support user ad- min. One of the advantages of selecting MetaCaseDesk cloud version is that data gets stored on a secured cloud, which is highly protected against all the external potential threats. MetaCaseDesk targets all types of industries, such as IT/ITeS, oil and gas, automobile, petroleum, trans- port, law firm, hospital, wholesale, construction, agriculture and auctioning. With every license of MetaCaseDesk, businesses get personal training along with user manual, and technical support from experts to solve the critical issues. And, its plans are available in flexible and af- fordable prices.
  • 12. The benefits of MetaCaseDesk do not end here! Highly customizable solution, as it allows businesses to manage the custom fields. Further, any changes from the developer side is possible. It can smoothly integrate with other SharePoint-based websites and 3rd party tools. Even selective support users can manage tickets of a particular business unit. In addition, these support users can select more than one business units. Here, the support team can set the ticket priority. If tickets SLA (Service Level Agreement) is breached, then it sends them notifications as well. Support team can fetch important data in form of reports that can be exported into XLSX (Excel) file format. These reports are used for the purpose of analysis. Email and Status Log and interactive dashboard on support portal, which allows support team to track complete details of any ticket, and analyze end users ticket respectively. The dashboard shows infor- mation analytically and graphically. This list doesn’t end here. You can find out more about MetaCaseDesk here, or you may read recent articles on MetaCaseDesk blog.
  • 13. About MetaOption- the parent organization behind Goods Order inventory META Email & Fax Add-on for Dynamics NAV MetaCaseDesk is developed by MetaOption, which also works on the maintenance and up-gradation. MetaOption is a New Jersey based software development, consulting and IT service company, and a Microsoft Gold Certified Partner. It is a decade-plus old company, and has developed many quality products which include software, web services, mobile solutions, customized solutions as per the business requirement, and offers many other services as well, such as Microsoft SharePoint Server 2010 and 2013, Microsoft Dynamics NAV, CRM and GP, hosting, custom application development, IT staffing, virtualiza- tion, and many more. Learn more about MetaCaseDesk by visiting: www.MetaCaseDesk.com. A few other products and services from MetaOption
  • 14. MetaOption LLC 2500 Plaza 5, 25th Floor Harborside Financial Center Jersey City, NJ 07311 Phone: +1-888-745-3321 Fax: +1 (201) 377-3150 Email: info@metaoption.com Get answers to your questions regarding MetaCaseDesk by sending us an email at Info@MetaCaseDesk.com. Learn more about MetaOption by visiting www.MetaOption.com. Get answers to your questions regarding MetaOption by sending us an email at Info@MetaOption.com. You can chat with us by dialing +1-888-745-3321 Office address