TESIS Customer Portal is the TESIS module that connects the customer to the Service Desk

and allows them to open and manage their requests for assistance

Through a streamlined interface, the customer can create new requests for assistance by opening new tickets, see their actual registration status and to be able to monitor their status and processing until completion

How it works

TESIS Customer Portal is the TESIS module that allows customers to open and manage their service tickets, thus making it quick and efficient to communicate with operators and technicians. The customer can enter new requests through a streamlined, process-driven interface that can be configured to best meet their needs, see their actual registration status and to be able to monitor their progress and processing until their completion.

After having completed the registration of their tickets, customers will also have the advantage to interact with the help desk operators, throughout the process leading to the solution of their problem. This is done without having to wait for operators’ availability by phone. Without installing anything, but simply logging into a specific company account, the customer will be able to access an extremely quick panel that will allows them to be both efficient and autonomous in the registration of their new requests for assistance. Customised login credentials will allow the interface to recognise the customer and show what has been configured for the customer.

Login can be configured on TESIS Customer Portal for different types of customers, who will have the advantage to see only the information strictly related to their profile. Thus, profiles can be configured on the TESIS Customer Portal with different management responsibilities and views, to provide the customer with an extremely efficient and effective interface with the Service Desk for managing business tickets.

Service Desk operators can view requests for assistance entered automatically. The query-opening process, organised through questions and prompts posed to the user, will ensure that the data contained in the ticket are complete enough to determine the problem and the consequent maintenance priority.

Several management stages recorded by the Service Desk operators will be immediately visible to the customers who entered the request.

Tesis Customer Portal Features

The configurability of ticket opening processes configurability

Ticket opening is carried out through an organised process with specific questions. Thus, an optimal level of quality of the data collected can be obtained to reduce the need to contact the user for information. Different processes for various customers or users can be configured in TESIS Customer Portal.

Profile with configurable visibility

A TESIS Customer Portal client can be profiled to access different levels of visibility for registering and viewing requests for assistance. Through configuration, the TESIS administrator can allow the TESIS Customer Portal client to act on their data only, i.e. queries on their own assets. Alternatively, they can have broader visibility covering their own department, set of locations or entire company. At department, site or company location(s), there are customers exists who are responsible for maintenance opening and visibility of the maintenance request. Due to the above-said configuration, a TESIS Customer Portal client can be allowed access to the various levels of visibility relevant to their area of responsibility.

Assigned asset visibility

With TESIS asset inventory management, it is possible to assign the assets on which tickets can be opened to a user, department, location or customer. Assets can be either hardware technology or software. Once the ticket has been opened due to the configuration set up, it is possible to allow the user to precisely identify the asset being requested.

Entering new requests

The TESIS Customer Portal module primarily exists to carry out this feature. Through this feature, the customer or business user can enter their own requests or queries from the department they are responsible for. The navigation process allows the user to provide the information needed to make their registration as effective as possible and enable the Service Desk to operate smoothly with no call-backs. Like other TESIS Customer Portal features, this function can be enabled or disabled by the profile of the user who logs in.

Attached files

During the opening of the new ticket or in later stages, the user may attach useful or significant files for the management of the Service Desk activity. Various files can be attached, such as image files or screenshots containing the problem or difficulty experienced by the user. In order to avoid unknowing network or data base overloads, the system administrator can set limit size of attached files.

Tracking visibility of open requests

The customer or enterprise user can view the stages of request processing at any time. The Service Desk supplies TESIS with various processing stages, such as take-over, assignment, suspension, termination pending acceptance, etc. The user can view these stages with related descriptions, timeframes, responsibilities.

Inserting update ticket for chat with Service Desk

Over the course of the ticket’s lifespan, it is not uncommon for the user to add information to the ticket or for the Service Desk to explicitly request this information in order to be able to perform the work. Therefore, on the TESIS Customer Portal, updates can be added to the ticket at any time. These updates will be visible to the Service Desk immediately.

Accessibility of technical reports attached to the ticket

If the Service Desk or the technicians who intervene to handle the tickets to store – inside the technical report of the intervention, this will be accessible as an attachment; the user can open and view it at any time.

Multilingual

For complex organisations it is not unusual, to ensure that the language system interface is different for each user. This is particularly the case in multi-company and multinational corporations. In the TESIS Customer Portal, it is possible to define the language in which the system communicates with the user.

Customised interface

The colours, graphics and icons of TESIS Customer Portal can be configured to be compatible with company standards.

Profile with configurable visibility

A TESIS Customer Portal client can be configured to access different levels of availability for registration and for viewing tickets. Through configuration, the TESIS administrator can allow the TESIS Customer Portal client to act on its data only, i.e. queries on its own assets, or to have broader visibility covering its own department, set of locations or entire company. At department, site or company locations, exist customers who are responsible for the maintenance opening and visibility. Due to the configuration, a TESIS Customer Portal client can be allowed access to the various levels of visibility relevant to their level of responsibility.

Activity history

Like all TESIS Customer Portal features, this one is also configurable to render it accessible or non accessible to the customer. Through this feature, the customer has access to the history of his tickets as well as the area tickets for they are responsible for.

As a result, more effective interventions and higher qualities delivered

ADVANTAGES OF TESIS CUSTOMER PORTAL

Reduced registration time

The TESIS Customer Portal interface is immediately available, easy and fast to run. Registration time is therefore reduced to a bare minimum. It is not expected that the Service Desk waiting queues and availability issues will exist

24-hour coverage for the registration of new requests

There are no time limits on the TESIS Customer Portal and it can be available to users 24 hours a day, even if the Service Desk follows different schedules or time zones. Thus this offers maximum flexibility to the customer when creating a ticket.

Reduced Service Desk workloads

Service Desk operators will no longer have to spend time opening tickets, as they can instead invest their time in solving problems.

Reducing Service Desk Stress

Since service desk operators do not have to continuously answer the phone to handle users’ urgent requests, they will feel less stress and thus enjoy higher concentration levels; consequently they can better deal with priorities in service requests.

Registration consistency

By guiding the customer through the registration process, an information system such as the TESIS Customer Portal not only makes the assistance request more accurate and complete in terms of data, but also allows the data structure to be standardised for the benefit of correct reading when managing or subsequently analysing the data therein.

INTEGRATION

As Tesis plugs into your programme, it integrates with existing processes and information systems.

CUSTOMISATION

Tesis comes with a high level of customisation, adapting to your organisational model and service category.

VERSATILITY

Tesis can be used in local and wide area networks by leveraging modern web platforms

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