Kairaus’ Help Desk solution caters to the queries of the end users by the IT department of an organization. The application helps the IT Manager in monitoring the performance of service levels in the department.

Some of the key features of the Help Desk Application are:

Single stage workflow

1. Raising a Ticket
1. The end user will go to Help Desk site and raise a ticket.
2. The users will a service request form.
3. Priority can also be set by the user for his ticket
4. User can also check the status of his previous tickets


2. Closing a Ticket
1. Level 1
1. It is the first level at which the IT department tries to solve the query.
2. A pre-determined response time is set for it to be closed. In case, it is not been completed under the time-limit, it is then escalated to the next level.
3. Status will be updated for the ticket as closed or escalated to level 2.
4. An e-mail will be sent to the owner of the ticket informing him about the status of the ticket.


2. Level 2
1. Level 2 also has pre-set response time.
2. Status will be updated for the ticket as closed.
3. An e-mail will be sent to the owner of the ticket informing him about the resolution of the problem


3. Ticket Management
1. Escalating
1. A ticket can also be forwarded by the employee of the IT department to the concerned person whom he believes would be the best person to entertain it. This module helps in achieving that service.
2. Again the status against the ticket can then be updated as escalated.
3. It will also have a drop down to select the name of the person to whom it has been forwarded.
4. An e-mail will be sent to the person to inform him about a task been routed to him.


2. Alerts
1. An e-mail will be sent to the department head or manager, if the ticket is not been closed at the Level 2 also.

Self-service Dashboard

• The help manual will have all the FAQs.
• A search option is also provided here.

Reports

• Overall Service Request Priority Report - An overall report according to the priority of the works/tickets raised can be generated.
• Overall Service Request Status Report – This report will include all the queries raised in the specified time period.