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> Web platform, working 24/7
> Management and control of practices in a swift and easy way
> Service with direct access for any customer
> Multichannel system for queries management, putting side by side the e-mailing, telephony and SMS systems and the Web structure
> Knowledge Database for instant solving of most frequent problems and FAQ creation
> Complete check, from the administrator, on every open practice, on its solving and on the amount of time
> SLAs management

The problem becomes a solution:
Vision Desk means to offer one's customer information and answers, effective and adequate, in a shorter time, with the better resources optimization, in fact the ability to transform a problem into an occasion for a customer fidelization.
The offer of an effective and swift support service is a company's winning philosophy, and Vision Desk is the ideal solution for the creation of a Trouble Ticketing and Knowledge Management multichannel support center.

SLAs management:
Service Level Agreement (SLA) is an essential instrument to demonstrate the efficiency of a multichannel and/or multiservice Help Desk service.
SLAs management provides the definition of two possible parameters: the maximum time allowed for a ticket solution on a project/sector and the possible maximum time for the taking of it, meant as the time intercurring between the ticket opening from the final user (User) and the first assignment to a Staff member in charge for its management.
SLAs int roduction allows the automatic calculation of the expiring date and time of a request/ticket, in any project/sector. This is possible thanks to the definition of one or more working “calendars” of the Help Desk service, where working shifts and days are specified, possibly completed with the festivities calendar, when the service is suspended.
For an easy and efficient management of the ticket forwarding, a new “suspended” state had been added that, manually selected from staff members when an answer needs a checking from the customer, interrupts the counting of the solving time, up to the practice re-opening in case of a new answer from the customer. When a new answer is added, the system recalculates automatically the new SLA expiring date/time.
The “alert” management, via e-mail, in case of an imminent expiring of a SLA or of a taking of a ticket, allows the system administrator, and some possible staff members, to keep control on the time agreed with the customer.