Helpdesk
The first place your people turn - with a ticket, a name and a response time
The helpdesk is the pillar your staff experience every day. One channel for every problem, one ticket per case, a person on the other end - instead of shouted requests nobody tracks.
So bauen wir.
Vier Punkte, die in jedem Projekt der Säule Helpdesk unverhandelbar sind.
About this pillar.
What the helpdesk does
The helpdesk is deliberately the least glamorous of our pillars - and the one your people deal with most. Printers, passwords, permissions, a program that will not start: it all goes through one channel and gets tracked as a ticket.
The goal is not to solve every question immediately. The goal is that no question disappears, and that at the end of the month you can see where your time actually went.
How it runs
Problems arrive by email, phone or portal and become a ticket. Every ticket has an owner and a status. Recurring cases do not go back into support, they go into a root-cause analysis - a printer that fails every month is an infrastructure problem, not a helpdesk problem.
How we work together.
From the first hello to running operations in five steps.
Helpdesk - frequently asked.
FAQ.01What does this pillar cost at CAVORT?
Wir bieten wahlweise nach Aufwand oder mit monatlichen Pauschalen ab ca. 95 € pro User. Genauer Scope im Intro call.
FAQ.02Can we book individual topics only?
Yes - every topic in this pillar can be booked on its own, with clear interfaces to your existing setup.
FAQ.03How fast do you respond to an incident?
For managed clients typically within 2 hours during business hours.
Sprechen wir 30 Minuten über Helpdesk.
The intro call is free. No sales pressure. We listen, check whether we fit - and tell you straight.