We’ve all been there: the heating breaks down, the server crashes, or the conference room technology refuses to cooperate. In moments like these, having a reliable and efficient helpdesk is crucial. But what exactly defines a good helpdesk? Simply logging tickets isn’t enough. A modern helpdesk must adapt to the unique needs of a company, providing both maximum efficiency and flexibility.
That’s exactly what our helpdesk delivers: a robust standard package combined with the ability to fully tailor it to meet the specific requirements of each customer. Plus, it’s easy to configure, making it an essential tool for ensuring smooth operations—whether you’re in the office or on the go.
This post is the first in our two-part series about the helpdesk. Here, we’ll explore how the helpdesk functions in its standard form. In the second part, we’ll showcase the customizations we’ve implemented for different customers.
Desktop display: Intuitive recording and editing of tickets
The speedikon helpdesk was designed with one clear goal: to make the process of recording tickets as quick and effortless as possible. By minimizing the amount of manual input required, it ensures a user-friendly and efficient experience.
With the “Enter Notification” feature, all key information—such as building, floor, and room—can be selected in just a few clicks. Instead of manually typing in details, users can choose from intuitive drop-down menus or catalogs, selecting options like office number, fault type, or property. This approach not only saves time but also minimizes the risk of errors.
To streamline the process even further, the helpdesk includes pre-filled fields. Personal details such as name, phone number, and email address are automatically filled in by the software, reducing the user’s workload. These fields can also be easily adjusted if needed—for instance, when creating a report on behalf of someone else.
For added convenience, users can record tickets directly using voice input. The software transcribes the spoken text automatically, which is especially handy for quick tasks or when accessing the helpdesk via the mobile app while on the go.
Detailed information and customization options
Beyond describing the actual problem, users can also specify the urgency and a desired solution date. There’s no need for lengthy text entries here either—drop-down menus and predefined options make it quick and easy to provide the necessary details. If additional documents, such as images, are required, they can be uploaded effortlessly via drag-and-drop.
Once a ticket has been created, the user automatically receives a confirmation email to acknowledge receipt. This ensures users always have the assurance that their ticket has been successfully submitted.
Editing tickets
Once a ticket is submitted, the speedikon helpdesk ensures that tasks are clearly organized and easy to manage for the assigned agents. Agents can be notified of new tickets via email, and intuitive list views allow each helpdesk employee to see only the tickets relevant to them. This structure leads to faster processing times, streamlined workflows, and satisfied users.
Helpdesk employees can enhance tickets by adding important details, such as which company is responsible for resolving the issue and the expected resolution time. Once a ticket is being processed, both the user and the assigned agent are notified via email.
Agents can also access the full processing history of a ticket at any time through the “Process” tab. This feature enables them to track progress, view changes, and ensure seamless ticket handling. The transparency provided by this system effectively prevents misunderstandings or gaps in information.
When processing is complete, the notifier receives an additional email informing them that the ticket has been resolved.
Archiving and evaluating tickets
Completed reports are automatically moved to a separate tab, where they can be stored for as Completed tickets are automatically moved to a dedicated tab, where they can be stored for as long as needed, based on the customer’s requirements. For companies that must adhere to specific data protection regulations, the system offers the option to automatically anonymize personal data, such as names or phone numbers, after a customer-defined retention period. This feature can be easily configured in speedikon C.
The system also supports detailed evaluations of recorded tickets. Facility and CREM managers can identify patterns, such as when, where, and how often faults occur, and take appropriate action based on these insights. For instance, if a particular building consistently consumes more energy than others during winter, it might be worth analyzing the building further—whether for potential refurbishment, sale, or improved resource planning.
Additionally, the speedikon helpdesk provides tailored evaluations specifically designed for management needs. These insights give management a clear overview of team productivity and the efficiency of work processes.
In this way, our helpdesk is not only intuitive to use but also serves as a powerful tool for optimizing workflows and making data-driven decisions for long-term success.
Helpdesk app: for flexibility on-the-go
The speedikon helpdesk is also available as a mobile app, allowing users to record new tickets and upload images directly while on the go. This enables precise documentation of problems and ticket processing on-site, without needing to return to the workplace.
The app offers two convenient methods for recording and submitting reports to the relevant departments. Through a structured navigation menu (“New report”), users can navigate through categories such as building, room, or report type. The information is automatically transferred, streamlining the process. Alternatively, users can select the “New report without location” option to manually enter the report location using either a graphic interface or a drop-down menu.
One of the standout features of the mobile app is its flexible display options. Users can switch between a list view and a grid view based on their personal preference and workflow. The grid view is particularly suited for smartphones and tablets, while the list view is ideal for working on a tablet.
This flexibility ensures that the app adapts to different devices and user needs, making it an essential tool for efficient ticket management on the move.
With its user-friendly interface, the speedikon helpdesk enables users to record tickets quickly and effortlessly, even while on the go. Operators benefit from clear lists and relevant information, allowing them to work efficiently, while management can leverage powerful evaluation features to foster productive teams, identify disruption patterns, and make data-driven decisions for long-term optimization.
Contact us to learn more about the capabilities of the speedikon helpdesk and take the next step toward more efficient FM and CREM.