Complete Helpdesk and Service desk for ITSM, based on ITIL standards.
Enjay Helpdesk CRM offers a perfect Helpdesk and IT Service Desk management solution, whether you are a 2 person team or a 1000 person team. Suitable for providing Onsite Customer Service, FMS (Facility Management Services), Remote or telephonic support (a.k.a. Desk Support) with single point of contact. A Complete ITSM tools to help you manage your service department easily and effectively with incident and service requests. We follow Information Technology Infrastructure Library (ITIL) standards.
Mobile First Helpdesk
We understand that you and your team are using Mobile more than your PC. Enjay is focused on Mobile technologies. Manage your entire Service Desk system from your Mobile. Special features for Desk Technicians and Support Desk Analyst also. An extremely simple solution which your desktop support technician can also easily use. A Desk Software, which has equally powerful Mobile App.
Two usage Scenario of Helpdesk
World class Helpdesk and service desk for your customer.
A complete service desk and ticketing solution with support for AMC, Warranty, Subscription, Escalations and SLA management. Integrated Customer Support Portal enables customer help desk.
Internal(organisation) Service Desk for IT, HR and Facilities.
Enable an organisation wide service desk not only for your IT team but all internal service providers. Built-in feedback and rating mechanism gamify the entire service management system.
Basic Features of Helpdesk Support
Ticket Management
Creation and tracking of Tickets. Supports SMS/Email to Ticket.
Escalations & Notifications
Automatic Escalations and notifications on SMS / Email / WhatsApp.
Asset Management
Manage Product Sr. Number, Warranty, Subscription, Categories etc
Contract Management
Flexible and powerful contract Management with renewal reminders
Powerful Reporting
Real-Time Dashboards, Custom, schedule and email reports.
Time and Cost Analysis.
Ticket wise, AMC wise, Client-wise, Engineer wise and team wise.
Mobile Application
For Service desk Executive and Managers. Min entry max intelligence.
Multi Channel Support
Call, SMS, Chat, WhatsApp, Email, Manual and Web integration.
True Multi Channel IT Help Desk system
Calls
An Integrated Call Center solution with IVR, Call popup, Automated dialling for inbound and outbound calls
SMS
SMS to Tickets, use any SMS gateway, SMS Templates for notifications to Team members or Customers.
Emails to tickets. Email Templates, Bulk Email, Automated Emails. Email Tracking and Notifications.
WhatsApp to a ticket, and support for inbound and outbound WhatsApp Messages.
Support Portal
Customer Support portal along with a Mobile app for customer self-service and transparency.
Chat
Allow Customers to discuss technical problems with your Team directly from integrated Chat.
ITIL based Advanced Features of IT Service Desk and ITSM tools.
Contract Billing Solution
Never miss a Contract Billing Cycle with automated billing for your Maintenance Contracts.
Automation Support
Automate repetitive tasks with workflow and automation. Eg: Sending Emails, feedback calls etc.
Project Management
Simple yet powerful Project management tool to manage your IT or other projects.
Knowledge Base
Internal as well as External Knowledge Base. Email directly or attach to tickets for more effectiveness.
Service Level Agreements
Advanced SLA management. Multiple SLA Types for Product, Contract, product or Company.
Bug (RCA) Management
Improve your Problem Management for continuous improvement.
Integrated Call Center Solution
Integrate your Telephonic Support with helpdesk with full fledged Call Center Solution.
Customer Support Portal
Customer Web Portal might along with intuitive Customer Support Mobile App (Enjay Longitude)
API for Integrations
Increase productivity and decrease duplication of work with Realtime API integrations
Smart Feedback
Improve Customer experience with smart feedback on Email and Call Center IVR system.
Highly Configurable
Easily configurable field level, Module level changes enables faster deployments.
Extremely Customizable
Fits your business processes like a glove in hand, beyond configuration, integration.