As we saw in the first part of this series, the speedikon helpdesk already offers a wide range of functions in its standard package that make the reporting process more efficient. However, no two companies are the same. That’s why our helpdesk is highly adaptable to perfectly meet the individual needs of our customers. This results in tailored solutions that go far beyond the standard and create real added value. Below, we present some exciting customer examples.
Automatically Capturing Extensive Information
One customer, for example, required the documentation of extensive data such as the department, trade, or responsible helpdesk manager—without overwhelming users with a multitude of input fields. The solution: users only need to enter the reference object, event type, and a report text. The system then automatically fills in the missing information based on stored data.
Additionally, depending on the event type, a predefined standard text is inserted, describing how the issue should be handled. The reporting mask also includes an option to specify an additional contact person in cases where the reporting user cannot track the progress themselves—for example, due to a business trip.
Enhanced Documentation for Processors
When processing tickets, helpdesk staff can enter additional information, such as the estimated completion time. The system automatically sends an email to the reporter with the planned completion date. Further details can also be added, such as:
- The responsible department (internal or external processing)
- Additional information for the reporter (e.g., processing progress)
- The time required to resolve the issue
- The cost center
- The priority of the report
- The root cause of the issue
If there are changes, such as an updated completion date or status, the processor has the option to send an updated notification to the reporter. This prevents email spam while allowing employees to transparently communicate important updates. On request, this notification mechanism can also be fully automated.
Efficiently Handling Complex Reports
Furthermore, the customized helpdesk enables this customer to break down reported issues into individual work orders. For example:
- In the event of a heating failure, one work order is created for repairing the heating system, another for mold removal, and a third for wallpaper replacement.
- Each work order automatically includes relevant details from the original report, ensuring all involved parties have the necessary information.
- Additional instructions for external service providers, such as safety guidelines or special characteristics of the facility, can also be added.
The system generates a PDF file for each work order, which can be sent directly from the helpdesk to the responsible external company via email with just one click, effectively serving as an assignment. This saves valuable time for helpdesk staff, as they do not need to manually assign the task to the company.
Integration with External Service Provider Software
Another example of the speedikon helpdesk’s flexibility is its ability to connect with external systems via interfaces. In this case, the user creates a report in speedikon C as usual. However, instead of generating a PDF order for the external company (as with the previous customer), the speedikon helpdesk automatically opens a ticket in real-time in the external service provider’s system via an interface. This allows the customer to continue benefiting from speedikon C’s extensive evaluation functions, such as reports on time expenditure, costs, and the number of processed reports, to analyze and optimize processes. At the same time, the external service provider can continue working in their familiar system.
Security-Critical Reports
In certain industries, such as pharmaceuticals or chemicals, disruptions can not only lead to production downtimes but also pose serious risks to human life. For a customer handling hazardous materials, the speedikon helpdesk was enhanced with special features to efficiently manage time-critical disruptions.
Reports can be classified as “GxP-relevant,” “Operational Disruption,” or “Operational Hazard.” Depending on the classification, the report receives an elevated priority, and the responsible individuals are immediately notified via email.
Escalation Mechanism
If a security-critical report remains unprocessed within a customer-defined timeframe, the system automatically escalates the issue. It sends email notifications to the next hierarchical level, such as a team leader or department head. In particularly critical cases, the escalation can reach senior management. This ensures that no report goes unnoticed and that timely corrective actions are taken.
Reporting via a Central Service Desk
To make it as easy as possible for employees to report issues, another customer set up a central service desk that acts as the main point of contact for all incident reports.
The process is simple: employees call the service desk to report an issue. The service desk staff then enter the relevant data into the speedikon C reporting mask and forward the report to the appropriate personnel. This relieves employees of the need to manually enter details or operate the system to report issues. Additionally, the service desk staff ensure that all reports are complete and accurate, and that they are directly forwarded to the correct recipients through centralized coordination.
A Helpdesk That Supports Your Operations
The helpdesk assists you in efficiently submitting and processing reports, adapts to your individual processes and needs, and contributes to smooth operations. Feel free to contact us with any questions or for a no-obligation demo!
To learn more about the standard package of the helpdesk, click here.