Benefits and Insights

Why use CrossTec ResQDesk?

Key differentiators & advantages of CrossTec ResQDesk

  • Automatic assignment of tickets – based on the customer’s pre-defined rules on either problem type or user type.
  • Automatic ticket escalation – based on the customer’s own pre-defined rules.
  • Ticket notes history includes source identifiers.
  • Help request logging includes customizable categories to aid inputting.
  • Files can be attached to tickets.
  • Ticket priorities can be automatically assessed.
  • Detailed corporate status reports include totals for calls in, call status and average resolution times.
  • Full integration with Active Directory eases the user data reporting.
  • Streamlined creation of a solutions database aids future help requests.
  • Simplified management of problem type definitions.- Full user inventory for both hardware and software.
  • On-line reviewing includes raising help requests and real time current status reports.
  • Fully web-based solution. No pre-installation is required and an import wizard allows for simple importing of user details from other external systems.
  • Enhanced security and access control management of operators and users.
  • Direct integration with CrossTec EMS and departmental information.
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