Eurotux eTicketing: a solution designed to streamline management tasks
Task management is a challenge for every company. Information Technology (IT) has made a valuable contribution, with solutions with varying degrees of complexity and organizational integration. It is important to choose one that is appropriate for each company’s reality, with the aim of reducing entropy and improving performance. With an IT solution capable of automating some tasks, companies benefit in productivity, communication speed, and greater management level analysis capacity.
The eurotux eTicketing is a ticket management system, prepared to address company’s needs, allowing them to manage their tasks, problems or requests, intelligently and efficiently. It helps to reduce the complexity of tasks, contributing to an easier management and quicker resolution.
The solution is based on three concepts.
Queue: the ticket repository. You can create queues by area, product, partner, etc.;
Client Entities: a set of entities that can create tickets and interact with specific queues;
Local Entities: a set of entities that can manage tickets (reply, comment, define settings, and fix).
For example, when a client has a request/problem, it can access the system and create a ticket to describe the situation. Next, that ticket will be read by the support team and assigned to someone who will communicate with the client and proceed to its resolution. The interaction with the system can be done via web or email.
This tool lets you create management reports, generating analysis on system usage, namely, the average time until a response is given to a ticket (transaction new/open), the average resolution time, the workload distribution among help desk team member, etc.
The system stands out for its usability and versatility. It is ready to be used by system administration teams, client support services, management, programmers, marketing departments, among others.
Eurotux has references from the Order of Engineers of the Northern Region, Sabseg, and the City Hall of Maia, Portugal. The OERN uses eTicketing to centralize IT related requests, given its headquarters in Porto, Portugal and its district offices in Braga, Viana do Castelo, Vila Real, and Bragança, making ticket management easier and improving service quality. In Sabseg’s case, eTicketing functions internally as a help desk, where its team place requests on the platform. It serves to manage interaction with clients and agents that wish to place questions on products and make new requests. Meanwhile, the Municipality of Maia, uses eTicketing to manage its own IT help desk.
The Eurotux eTicketing is customizable and allows you to implement a completely custom-made solution. It is available in self-hosted format, consisting in the installation on the client’s infrastructure, or as-a-service, for companies that wish to reap the full advantages of Eurotux’s datacenter service, namely, regarding access speed, connectivity, physical and technological security, redundancy and monitoring.
The solution is based on open software with no need to purchase proprietary licenses, which reduces the solution’s costs.
Main benefits and features:
- Intuitive and adaptable tool;
- Quick incident identification and resolution;
- Record of most frequent causes of incidents;
- Knowledge and control of resource usage, available at any time;
- Increased productivity, due to reallocation of resources;
- Keep track of the evolution of workloads.
You can obtain a qualified demonstration of the solution by contacting Eurotux’s commercial department.
You can find more product information on Eurotux’s website.
