Ohana Help Desk

Introduction

Great help desk and ticketing management software should make your life easier. That’s why our help desk and ticketing system handles tickets- so you can focus on helping your customers. With the right features to make sure that tickets get to the right place and resolved quickly, you’re one step closer to providing an amazing help desk and ticket management experience.

FEATURES

Automatic Email-to-Ticket Conversion

  • When your end-users send you their service requests over email, Ohana Helpdesk Management System automatically converts them into help desk trouble tickets that you can easily track and manage from the WHD Web console.
  • Easily configure your inbound email address or specific Inbox folder to receive service requests
  • Automatically poll email IDs & convert service requests into separate items that can be tracked with complete searchable history
  • Update service requests by email to add notes, change status, attach files & reassign to a technician, etc.
  • Supports IMAP, POP & Exchange protocols for inbound email retrieval

Dynamic Ticket Assignment, Routing & Escalation

To simplify help desk ticketing management, Ohana Helpdesk Management System allows you to dynamically assign trouble tickets to a particular technician or group of staff based on your predefined ticket routing business logic which includes and not limited to ticket categories, technician skill set, location, department, availability & work load balance.

Simplified Incident & Problem Management

Ohana Helpdesk Management System allows you to link unlimited Incident Tickets to a single Problem Ticket for easy organization. Once resolved, close the Problem Ticket and the corresponding Incident Tickets or “Children” tickets close along with the “Parent” and send out appropriate notifications.

Automated Ticket Creation for Common & Repetitive Service Requests

It’s very common in all organizations to fulfil quite a few tasks for a new joined like providing a system, telephone, adding him to domain groups, grant network and internet access, etc. Though each of these are individual tasks executed by a single or different member of the IT staff, they all have to be accounted as a service request in the help desk system. Especially when these are repetitive tasks, you need to employ automation to leverage repeatability of your help desk to initiate a set of predefined service requests as needed.

  • Ohana Helpdesk Management System offers ‘Tasks’ that automatically create tickets for recurring service requests, and dynamically assigns them to the right IT personnel. A Task contains one or more service requests, each of which provides settings for a new ticket. When a Task is run, a ticket is created for each service request within the Task—either sequentially or all at once, depending on the Task’s configuration.
  • A full workflow system can be based on Tasks, including approval processes and conditional orders of elements.
  • Ohana Helpdesk Management System also provides ‘Quick Ticket Creation’ feature that defines ticket fields in advance, so you can run the ticket to auto-populate the required fields.
  • Ohana Helpdesk Management System can easily apply ‘Bulk Ticket Updates’ to a general or specific group of tickets. Virtually any field, status, urgency, assigned technician, etc. can be bulk-updated with just a few clicks.

Real-time Dashboards to View Ticket Fulfilment Status

Ohana Helpdesk Management System simplifies ticket management with a centralized, intuitive dashboard to view help desk tickets in meaningful charts and graphs defined by ticket status (open, approved, pending, closed, resolved, etc.) alert level, priority, and more. You can just take a quick look at the ticket fulfilment status and keep track of SLAs.