Regardless of industry or size, successful organizations must deliver high-quality services that quickly adapt to changes in business climate. Growing mid-sized companies are under extreme pressure to reduce costs and expedite service. OpExpert’s Incident Management Module helps to relieve that pressure by keeping your help desk informed, connected, and running smoothly.
OpExpert Incident Management is designed specifically for the IT departments — which aligns people, processes, and technology to reduce support costs and improve efficiency.
OpExpert is designed to meet your business requirements, automate your service desk processes and lower the cost of support operations. This customizable, browser-based incident management solution combines best-in-class help desk software with the industry standard framework for IT Service delivery and support. Powerful workflow software and solutions deliver superior service and reduce operational expenses, while interactive graphical reporting displays the data you need to make informed business decisions.
End user satisfaction is a business-critical issue. Resolving service requests quickly and seamlessly increases company productivity, while effectively tracking and analyzing these requests allows IT to avoid the same issues in the future.
Features at a Glance
- Creation, prioritization, assignment and escalation of incidents
- Automated routing/alerting of incidents to selected support staff or groups
- E-mail & SMS alerts to support staff and groups
- Secure and controlled access to all functions
- Status and progress reports
- Flexible report generation
- Analysis of incident data to identify trends
- Provide query or search tools to retrieve issues
- Monitoring and tracking of records for management review
- Service Level Management
- Knowledge Base
- Completely integrated with other modules
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