Support
With Maintenance, companies manage preventive, predictive, and breakdown maintenance efficiently. It reduces downtime and extends equipment life with timely work orders.
Ticket Creation & Omnichannel Intake
Capture issues from every channel—email, portal, WhatsApp, and chatbot—into a unified helpdesk for faster response.
- Email-to-ticket conversion
- Self-service portal ticket logging
- WhatsApp & chat-based ticket creation
- Automatic ticket ID & acknowledgements
- Customer & employee ticket history
Auto-Routing & Intelligent Assignment
Route tickets automatically to the right team or agent using rules and AI-based matching to reduce manual workload.
- Rule-based ticket routing engine
- AI-assisted category & priority suggestions
- Round-robin & load-based assignment
- Queue management by department
- Reassignment & escalation workflows
Multi-Department Service Desk
Provide a centralized service desk for IT, HR, Admin, and Facilities with clear ownership and structured workflows.
- Department-wise ticket categories
- IT / HR / Admin / Facilities queues
- Role-based access & permissions
- Internal vs external requester support
- Cross-department ticket collaboration
SLA & Escalation Matrix
Define and monitor SLAs with automated escalations to ensure timely responses and resolutions for every ticket.
- Response & resolution SLA definitions
- Priority-based SLA timers
- Escalation rules by time & priority
- SLA breach alerts & notifications
- SLA performance reporting
Knowledge Base & Self-Service
Reduce ticket volume and improve resolution speed with a searchable knowledge base and self-service help center.
- FAQ & solution article management
- Category and tag-based search
- Link articles directly to tickets
- Employee self-service portal
- Article feedback & usefulness rating
Ticket Metrics & Service Quality Dashboards
Gain complete visibility into support performance with real-time dashboards and detailed ticket analytics.
- Ticket volume & trend analysis
- First response & resolution time metrics
- Agent & team performance reports
- Customer satisfaction insights
- Exportable MIS & management reports