Peaceful workflows.

Joyful teams.

 

 

 

 

 

Ecaldima Ticket Management

EFFECTIVE INCIDENT MANAGEMENT SOLUTION

At Ecaldima we believe in simplifying processes. We propose 3 steps for an exponential growth of your business.

1

Identify
PROBLEMS
No priority management

Loss of important information

Misinformed customer

No knowledge base

Bad optimization of resources

2

Propose
IMPROVEMENTS
Improve internal management and increase customer and/or employee satisfaction.

Extensive parameterization

SLAS assignment

Operations logging

Fast search engine

Automation of actions

KPis measurement and reporting

3

Install
SOLUTION

Ecaldima Ticket Management

Is the tool with which you will achieve:

Higher productivity

Recording of operations in real time.

Continuous improvement in resolution.

If incidents are not managed effectively in your company, some of these problems are bound to occur:

no traceability

With no incident history, there is a risk of repeating a diagnostic process for an incident that has already been resolved.

misinformed customer

It takes time to inform the sender of an issue about the status and it is often not given the necessary priority. This leads to problems with customers.

Some of the improvements you will find after deciding to manage the incidents of your company are:

HIGHER
Productivity

Restore service as soon as possible by quickly and easily identifying the highest priority incidents.

Higher efficiency

Provide the possibility to consult the history of diagnostics and resolutions to reapply solutions.Automate actions that were previously manual.

BEST Communication

Have multiple communication channels so
that you can register an incident, even if the whole team is busy.

A process of continuous improvement

Know the volume and timing data to analyze and communicate.

We know the importance of focusing on what really matters. Managing the issues that may arise in your business in a fast and efficient way to find solutions to the most complicated problems in a short time should be the priority.

We know the importance of focusing on what really matters.

We achieve this by focusing on what is really important:

Extensive parameterization

Extensive parameterization of priorities, allowing you to choose precisely what is most important.

SLAs assignment

Based on any feature to make the right prioritization and escalation decisions.

AUTOMATION

The creation and modification of incidents from multiple mailboxes.

fast search

A powerful and fast search engine for finding similar incidents

KPIs measurement and reporting

Measurement of KPIs at each stage of incident management and more than 100 reports.

With Ecaldima Ticket Management we provide solutions to countless situations.

efficient priority management

The priority level is key to organize resources and restore service as soon as possible.

With  Ecaldima Ticket Management’s  optimized priority management, each operator has a Dashboard where the incidents and their respective priority level are displayed.

The operator and manager dashboards provide real-time statuses of the incidents and their respective priority level.

The Dashboard of the operator and manager provides real-time statuses of their compliance.  The indicators allow decisions to be made as to the level of priority to be applied to a particular incident or if a variation in the rating of the incident is detected.

Reduction in downtime

Each user accesses the self-service portal of Ecaldima Ticket Management for the registration of their incidents, in real time, without having to wait for the availability of a Customer Service Center operator.

Ecaldima Ticket Management also has the ability to create incidents from multiple mailboxes generating immediate savings of up to 50% of the time.

Improved resolution efficiency

The ease with which previous solutions are searched for and found accelerates the resolution of the issue. Poder reutilizar la solución sin tener que volver a pasar por todas las etapas de análisis y diagnóstico es un ahorro valioso. In Ecaldima Ticket Management , operators have a quick search based on title, description and actors as well as an advanced search to refine results and search through the entire history of incidents.

Event-based automation of actions reduces manual technical gestures and ensures optimal control of the processing of an incident.

Continuous improvement of the service provided

The ease with which previous solutions are searched for and found accelerates the resolution of the issue. Poder reutilizar la solución sin tener que volver a pasar por todas las etapas de análisis y diagnóstico es un ahorro valioso. In Ecaldima Ticket Management, operators have a quick search based on title, description and actors as well as an advanced search to refine results and search through the entire history of incidents.

Event-based automation of actions reduces manual technical gestures and ensures optimal control of the processing of an incident.

Integrations with other systems

The ease with which previous solutions are searched for and found accelerates the resolution of the issue. Poder reutilizar la solución sin tener que volver a pasar por todas las etapas de análisis y diagnóstico es un ahorro valioso. In Ecaldima Ticket Management, operators have a quick search based on title, description and actors as well as an advanced search to refine results and search through the entire history of incidents.

Event-based automation of actions reduces manual technical gestures and ensures optimal control of the processing of an incident.

Microsoft™ Active Directory
100%
Management of users and groups internally
100%
PowerShell script execution actions, Web Services calls and SQL queries.
100%
API integration with QRadar, ServiceNow, Crownstrike, Jira...
100%

Specialized module: Ecaldima Cybersecurity Engine

Within this Ecaldima Ticket Management solution we have implemented a very important part for security incident management.

The alert messages received by E-mail, Syslog, API... are processed. In a matter of seconds the alert is registered as an incident and all the automatic actions defined begin.

Cybersecurity operations center operators can act immediately with accurate and detailed information about the cyberattack.

Visualization of the Operator Dashboard with all the detailed information of each incident (Priority, SLAs, customer...) even with eye-catching graphics.

Los KPI permiten medir los tiempos de gestión y el volumen de incidencias desde varios puntos de análisis. Los informes muestran las tendencias por día, semana, mes o año.

Do you need to know more?

Contact us and we will tell you about the solution that best suits your business
Contact-us