Ecaldima

Modules · Service Desk

Centralise requests and keep your service commitments.

The Service Desk gathers requests received through multiple channels, qualifies them according to your rules and assigns them to the right teams. Each ticket carries its deadline, its owner and its history.

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Benefits

  • A single entry pointPortal, e-mail, telephone, API, monitoring or another module: requests converge in one place and requesters follow their progress.
  • Objective prioritiesPriority follows from impact and urgency, according to your rules, rather than from individual judgement.
  • Controlled commitmentsDeadlines are tracked in working time and teams are alerted before they fall due.
  • Management based on measurementResolution time, first response, reopenings and satisfaction can be followed month by month.

How it works

01

Receive

Requests arrive from the portal, a mailbox, the telephone, an API or a monitoring tool.

02

Qualify and assign

Category, priority and team are determined according to your rules, with automation for repetitive cases.

03

Work together

Public or internal comments, attachments, mentions and time spent share context between agents.

04

Measure and improve

Indicators and the satisfaction survey guide how your organisation evolves.

Service commitments (SLA)

Each ticket shows at all times where it stands against the response time and resolution time that apply to it. The team is alerted when the threshold is crossed, then at the deadline, without having to open the ticket.

  • Policies by priority, with their working calendar: time zone, days, working hours and breaks.
  • Waiting statuses that suspend the clock and resume it when the ticket leaves them.
  • Internal commitments per group, and follow-up of tickets passed to a supplier against the deadline set in its contract.

Related modules

  • Service catalogue The portal presents the available services and feeds the Service Desk with requests that are already qualified.
  • CMDB Tickets are linked to the items concerned: an incident is understood in its context.
  • Changes and problems An incident can be linked to a problem or give rise to a change; the link is visible from both sides.
  • Major incidents A serious incident is declared from its record and triggers crisis coordination.
  • Monitoring Alerts from monitoring tools open incidents in the Service Desk, with no re-entry.

Functional scope

  • Reception channelsRequest portal, mailboxes through IMAP or Microsoft Graph with inclusion and exclusion filters, entry by agents, API.
  • QualificationHierarchical categories, statuses, types, an impact × urgency matrix and custom fields.
  • TeamworkAssignment, public or internal comments, attachments, mentions, time spent, a Kanban board and saved views.
  • AutomationRules triggered by an event, a button or a schedule, canned replies, approvals and notifications.
  • Service commitmentsSLAs by priority, internal commitments by group, supplier follow-up and alerts before deadlines.
  • SatisfactionA survey sent on resolution, with tracking of the average score and the response rate.
  • IndicatorsResolution, first response, reopening and SLA compliance, with a monthly trend and CSV export.
  • Wider collaborationLink-based access for a third party without an account, and delegation of assignment to a person or a team.

Integrations

  • Mailboxes through IMAP or Microsoft Graph
  • Monitoring tools, through the Event Management module
  • Your organisation’s identities and agent groups
  • E-mail and in-application notifications
  • AI assistance features, when the AI module is configured

Prerequisites

  • A dedicated mailbox to create tickets by e-mail
  • A working calendar to define for the SLA policies
  • Agent and manager groups to designate

Want to see this module on your own processes?

We will build the demonstration around your operational reality.

Request a demonstration