ServiceDesk Plus plays a crucial role in our business operations, serving as our primary help desk ticketing system. When combined with Zoho CRM and Vault, these tools have become the backbone of our infrastructure development, customer support, and billing services.
This automation has translated into significant time savings, reducing the hours required for these tasks on a monthly basis. One of the standout features of ServiceDesk tools is their intuitive graphical user interface, which ensures that tickets are efficiently directed to the appropriate departments. This, in turn, allows us to measure ticket performance against various criteria, including users, teams, and products, facilitating comprehensive reporting on response times and service quality.
There have been notable increases in efficiency. We've streamlined KPI monitoring and SLA tracking while also speeding up ticket logging. We've also put in place a productive method for getting input from customers. This has improved our issue resolution process even further by allowing us to prioritize tickets and send them to the most qualified engineers based on their skill set.