Ticket opening and management module

TESIS Customer Portal is the TESIS module that

connects the customer, or business user, to your Service Desk allowing them to open and manage their own tickets.

How it works

TESIS Customer Portal is the TESIS module that allows the customer, or business user, to be able to open and manage their own tickets thus making communication with the operators efficient and quick. Through a streamlined, process-driven interface that can be configured to best meet their needs, customers can enter tickets, see their actual registration, and be able to monitor their progress and processing until they are completed.

After having completed the registration of his tickets, the customer will also have the advantage to interact with the help desk operators, throughout the process leading to the solution of his problem, without having to wait for their availability by phone. The customer, simply by logging in to a specific company address without installing anything, will be able to access an extremely fast dashboard that will allow the customer to be efficient and autonomous in registering its new tickets.

Tesis Customer Portal Features

Ticket opening processes configurability

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

Custom login through active directory as well

Each user accessing TESIS Customer Portal will have their own login credentials.

A specific browsing process will be configured and matched to each user. To save the user from having to remember additional credentials beyond those he already has to access the network, TESIS Customer Portal can integrate with the corporate Active Directory or LDAP. It also helps the user administrator to configure a new or deactivated user within their corporate network and TESIS Customer Portal.

Assigned asset visibility

With TESIS asset inventory management, it is possible to assign to a user, department, location or customer, the assets on which tickets can be opened. Assets can be either products of 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 is the main reason for 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 his registration as effective as possible and enable the Service Desk to operate smoothly with no call-back. 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 error or difficulty the user encountered. The system administrator can limit the size of attached files to avoid unknowingly overloading the network or databases.

Visibility of opened requests with tracking

The customer or business user can see the processing stages of requests at any time. The Service Desk inputs into TESIS the various processing stages, such as take-over, assignment, suspension, termination pending acceptance, etc. The user can see these stages with their descriptions, timeframes, responsibilities.

Inserting update ticket for chat with Service Desk

Over the course of the ticket’s duration, it is not uncommon for the user to want to add information to the ticket or for the Service Desk to explicitly request this information in order to be able to perform its 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

It is possible for the Service Desk or the technicians who intervene to solve the tickets to archive the technical report of the intervention, which is accessible as an attachment and the user can access and view it at any time.

Multilingual

For complex organisations, ensuring that the language of the system interface is different per user accessing it is not unusual. 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’s 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 location, there are 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 its responsibility.

Activity history

Like all TESIS Customer Portal features, this one too is configurable to make it accessible or not to the customer. Through this feature, the customer has access to the history of his tickets as well as the area tickets for he is responsible for.

As a result, more effective interventions and higher quality delivered

On TESIS Customer Portal, logins can be configured for different types of customers or business users who will have the advantage of being able to see only information closely related to their user. Thus, profiles with different management responsibilities and views can be configured on TESIS Customer Portal to provide the customer with an highly efficient and effective interface to the Service Desk for managing business tickets.

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 organisation model and service category.

VERSATILITY

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