The main goal of Rootnet Service Desk is to optimize the way in which companies handle incidents reported by both a company's clients and work teams. In a few words, this Service Desk is designed to organize the requirements that exist and assign them to the agents that can solve said needs.
It is a platform created so that companies can handle the problems that customers report, managing everything in a fast, simple and effective way. For each ticket created in Rootnet Service Desk, an employee can be assigned to take direct responsibility for resolving the problem as soon as possible.
Who can use Rootnet Service Desk? Do customers handle it?
Service Desks can fulfill a double function, since on the one hand, they allow better communication between clients and the company and, on the other hand, the work team can have more order when reviewing and dealing with incidents.
That said, it is important to note that Rootnet's Service Desk is being created to be used by two types of users: administrators and contributors, who manage the site itself and are responsible for solving problems, and external users, who are the clients. In this way, both parties can use a single platform to resolve an incident or problem.
On the one hand, the customer can access the Service Desk to leave their complaint or present a problem, and on the other, the collaborator will be in charge of taking this incident and resolving it in the most efficient way possible, making sure to meet the customer's expectations. , and thus, be able to solve the problem quickly and effectively.
Administrators and customers do not use Service Desk in the same way
It should be noted that although customers can also use Service Desk, they do not use it in the same way as system administrators. Customers only have access to the ticket or incidence they created in the system, through which they can follow up on the case. You may not use the Service Desk in any other way or take any other action.
The Service Desk serves as a platform for the customer to leave their complaint, they can see the current status of it, and finally leave feedback once the problem in question has been resolved, however, they cannot access all the modules of the Service Desk. Service Desk, only collaborators and administrators can do that.
The system works like this: for each problem that the client has, he will create a ticket in the Service Desk. This ticket is seen by the platform administrators, who will assign this incident to a collaborator to resolve it. Once the problem is resolved, the ticket is updated with the current status of the incident, so that the customer is aware.
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