Modules · Service Desk

Every request arrives qualified, with its deadlines already running.

Portal, email, telephone, API, monitoring: the Service Desk brings every request together, qualifies it according to your rules and hands it to the right team. Each ticket carries its deadline, its owner and all of Ecaldima’s context around it.

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Priority calculated from impact and urgency
SLAs in working time, alerts before the deadline
Monthly indicators and satisfaction

01On arrival

A ticket that already knows where it comes from and how much it matters.

Channel, category, impact and urgency: the priority follows from your rules, not from individual judgement. From the record, one click creates an emergency change, links a problem or declares a major incident, already filled in.

02During handling

The whole team shares the same context.

Public or internal comments, mentions, attachments and time spent stay on the ticket. A colleague can be brought in without transferring the ticket, and a third party without an account can contribute through a simple link.

03For the manager

Your commitments are measured, month after month.

Resolution time, first response, first-contact resolution, reopenings, SLA compliance: each indicator is compared with the previous period, broken down by channel or priority and exported to CSV.

Deadlines are counted in working time.

Policies by priority, a working calendar with its time zone, days, hours and breaks, waiting statuses that pause the clock: the team is alerted at the threshold and then at the deadline, without having to open the ticket. Internal commitments and supplier commitments are tracked the same way.

All of Ecaldima is visible from the ticket.

The CMDB items concerned and their dependencies, changes in progress, the closest known errors, related monitoring alerts, the customer account and its opportunities: the agent has the context without leaving the record.

Ecaldima is now on a par with the major American software vendors.
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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 requester picks a service from the catalogue: the ticket arrives with its category, priority, group and attachments already filled in, then follows the queue and SLAs like any other. Nothing is keyed in twice.
CMDB The CI context panel on the ticket brings together, without searching, the items concerned, their dependencies, other tickets open on them and changes in progress: an incident that is already known, or caused by an intervention, stands out at once.
Change management When an incident calls for an intervention, the emergency change starts from the ticket, already filled in: the affected items become its targets and their dependencies are recalculated. The ticket and the change follow each other.
Problem management Recurring incidents are spotted and grouped under a problem, so that the cause is dealt with rather than the symptom. In the meantime, the agent sees on the ticket the closest known errors and their workaround.
Major incidents A serious incident is declared from its record: the title and affected items are carried over, crisis coordination starts straight away and the ticket shows the crisis in progress.
Event management: monitoring alerts Alerts from your monitoring tools open or update incidents, grouped by affected item; the ticket shows the related alerts and is resolved when they clear.
CRM: customer relationship management On a ticket, the Customer panel shows the account, its account manager, the health score and the open opportunities; an opportunity spotted by support is created from the ticket, already filled in.
Billing and support contracts Time logged on a ticket is counted against the customer’s support contract; when credit runs out, the ticket is flagged, never blocked, and the agent decides what happens next.

Functional scope Every detail of the module

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

The essentials of this page in PDF, to keep or pass on.

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