DéenstDesk is a comprehensive & single point of contact for support within an organization Service Desk Management Solution, which helps the IT Service Desk to run efficiently, resulting in faster incident resolution, controlled costs and increased overall customer satisfaction. It is designed to support ITIL v3 processes. This application is implemented as a web based application hosted in SaaS (software as a service) model which enables easy setup and ease of manageability.
 These are the features currently incorporated in DéenstDesk Ver 1.0:
- Incident management
- Knowledge base
- Admin modules
DéenstDesk Features
- Highly customizable for organization requirements and easy administration.
- Web based user-friendly browser interface
- Role-based team access and user self-service portal
- Multi-level categorization to simplify ticket assignments
- Email Notifications and tracking at all stages of ticket lifecycle
- Dashboard with graphical view of workload and performance statistics
- Customizable escalation mechanism
- Notification of SLA
- Flexible Reports using user-defined search criteria and queries
- User Satisfaction Survey
- Backup and Archival of closed tickets
- Bulk User import using a csv file
| Incident Management |
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Administration Module |
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Knowledge Base |
- Create an Web Incident
- Creating an Incident on behalf of user.
- Modify an Incident
- Search for an Incident
- Resolution of an Incident and adding resolution to Knowledge base article.
- Creating notes for an Incident
- Close/Reopen/Defer an Incident
- Assigning Incident to a resource/analyst/team
- Notifications/Escalations to stakeholders at different levels in Incident Life Cycle
- Work flow based Incident Management
- Management reports
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- Manage Organizations
- Manage Regions
- Manage Team
- Manage Users
- Manage Services
- Manage categories
- Manage subcategories
- Configure Notifications
- Configure Escalations
- Admin reports
- Assigning users to team
- Assigning team to services
- Assigning services to organizations
- Import End Users and Service Agents
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- Create draft or saving articles for further modification
- Publishing the articles to be available to others
- Searching for published article
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