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Description
An exceptional helpdesk solution tailored for your SharePoint environment significantly enhances the standard of your IT support services while promoting both efficiency and transparency. Users can submit requests via a website form or email, which are subsequently transformed into a centralized ticket list. HelpDesk operators receive immediate notifications about new incoming requests or user responses, effectively preventing any breaches of service level agreements (SLAs). The system tracks response times and allows for escalation or alerts regarding impending deadlines for requests, ensuring timely management. Detailed reports on the quality of support services can be generated to monitor key performance indicators. Additionally, if a request is not addressed within the designated timeframe, it is automatically escalated. Clients can confirm resolutions, reducing the risk of overlooked requests through a comprehensive suite of automatic notifications and escalation options. Furthermore, the system helps decrease the volume of incoming requests by proactively presenting related articles from the integrated knowledge base before a request is submitted, thereby enhancing user self-service capabilities. This approach not only streamlines the support process but also empowers users to find solutions independently, ultimately leading to a more efficient helpdesk operation.
Description
Reflexion CAFM serves as a robust platform for managing facilities and maintenance, allowing organizations to oversee assets, maintenance tasks, service requests, and field personnel seamlessly from a unified system.
This platform enhances efficiency by automating both reactive maintenance and planned preventive maintenance processes, streamlining the creation, scheduling, tracking, and completion of work orders. Additionally, it features a centralized asset register that includes lifecycle data, service history, and financial analytics aimed at optimizing asset performance and increasing their lifespan.
With a dedicated help desk, Reflexion manages service requests across various channels, equipped with automated monitoring of service level agreements, escalation processes, and timely notifications. The inclusion of a mobile application with offline functionality empowers technicians to access work orders, document site conditions with photos, update their progress, and finalize tasks directly on location.
Furthermore, the platform offers real-time dashboards and reporting tools that enhance operational transparency and provide valuable insights, ultimately facilitating more informed decision-making for organizations. This comprehensive approach ensures that all aspects of facility and maintenance management are effectively integrated, supporting overall operational excellence.
API Access
Has API
API Access
Has API
Integrations
Microsoft SharePoint
Pricing Details
$1,299 per server
Free Trial
Free Version
Pricing Details
$50000
Free Trial
Free Version
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Vendor Details
Company Name
HarePoint
Founded
2003
Country
Canada
Website
www.harepoint.com/Products/HarePointHelpDesk/Default.aspx
Vendor Details
Company Name
Lattice Software Solutions LLC
Country
United Arab Emirates
Website
latticegulf.com
Product Features
Help Desk
Alerts / Escalation
Automated Routing
Community Forums
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Incident Management
Interaction Tracking
Knowledge Base
Known Issue Management
Live Chat
Multi-Channel Communication
Multiple Brands / Products
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Product Features
Facility Management
Asset Management
Commercial Properties
Equipment Management
Facility Scheduling
Incident Management
Inspection Management
Inventory Control
Maintenance Tracking
Preventive Maintenance
Residential Properties
Room Scheduling
Schools
Space Planning
Vendor Management
Visitor Management
Work Order Management
