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Ecaldima Ticket Management
EFFECTIVE INCIDENT MANAGEMENT SOLUTION
1
No priority management
Loss of important information
Misinformed customer
No knowledge base
Bad optimization of resources
…
.
2
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
Ecaldima Ticket Management
Is the tool with which you will achieve:
Higher productivity
Recording of operations in real time.
Continuous improvement in resolution.
…
With no incident history, there is a risk of repeating a diagnostic process for an incident that has already been resolved.
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.
Restore service as soon as possible by quickly and easily identifying the highest priority incidents.
Provide the possibility to consult the history of diagnostics and resolutions to reapply solutions.Automate actions that were previously manual.
Have multiple communication channels so
that you can register an incident, even if the whole team is busy.
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.
Extensive parameterization of priorities, allowing you to choose precisely what is most important.
Based on any feature to make the right prioritization and escalation decisions.
The creation and modification of incidents from multiple mailboxes.
A powerful and fast search engine for finding similar incidents
Measurement of KPIs at each stage of incident management and more than 100 reports.
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.
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.
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.
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.
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.
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.
Contact us and we will tell you about the solution that best suits your business
