Armadeus Helpdesk Support System is an online support solution developed for most industries; manufacturing, media, retail, financial services, government, transportation, entertainment and many others. We keep your information up to speed with secure 24/7 access to a wide range of support information. 
 

• Fully web based and hosted solution with ease-of-use user friendly features. 
• Cater for products and services related incidents. 
• Short learning curve providing instantaneous usability for users. 
• Open architecture allowing future integration with third party and existing systems
• Allow continuous process of recording incidents and actions taken to build an effective knowledgebase over time.
  

Features

Incident Tracking Engine
A core part of Armadeus, this module allows the logging of issues raised by telephone calls, emails, or web through self service screens. Intelligent routing to relevant support personnel or departments are built in based on issues type.

Knowledge Base
Issues and resolutions details are built up over time and these are in turn fed back into Armadeus knowledgebase. A knowledgebase essentially allows user to perform free text search on key words relating to the issues they are encountering. Search results with rank relevance are displayed and clicking on a hyperlink will bring up the incident details and what were resolved. Having a knowledgebase allowing self discovery of issues and subsequent resolution helps to cut down on future repeat incidents to be attended to.

MIS Reports
Maintaining service level in support is a crucial element to having a successful helpdesk environment for any organisation. Armadeus prebuilt MIS reports allows management to understand at a glance how well support has been rendered to users/customers, and provide insights on how to improve service levels.

Notification Engine
Every actions performed related to an issue is notified to the relevant persons. Optionally, with a SMS gateway connected, Armadeus is capable of performing same notification via SMS each sms sent is subjected to carrier’s charges.

User Security and Open API
Armadeus has strong user and group security, with functional rights assignment ensuring only relevant issues are viewable by the relevant people. With its open API, integration to 3rd party applications is also possible, extending a wide range of new business processes.