External Service Desk Software Solution

An external facing support center or organization in outsourcing has different demands from a service software solution as an internal facing organization. Main difference is for example different service level agreements with different customers.

Other important need is that though you want your end users to access the web portal you obviously dont want them to see tickets from your other clients.

Great stories to read!

• How an external IT Company Uses IncidentMonitor for their Service Desk
• Ajilon Solves it All with IncidentMonitor™ Service Desk Software

What makes IncidentMonitor unique for external support centers

• Unlimited number of SLA's configuration for unlimited number of unique customers
• Shared service center approach in which it is possible to run one single service desk process in which you monitor all your external customers with their own unique SLA or multiple unique service desk processes running next to eachother in the same application and same interface set up per client
• Shared support desks where support organizations can work together with the client support desk. For example where the client support team picks up first line support and you as support company second line. All of course completely security controlled
• Call packs for quick and paperless admin on prepurchased support hours
• Unique custom messaging in multiple languages to be able to set up per customer
• Unique knowledge bases set up per customer as well a overall knowledge bases for shared usage
• Security controlled reporting, easy to manage to provide reports to different clients
• etc..