CASEBLOCKS SOLUTION

Service Desk

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CaseBlocks Service Desk

Guarantee the uptime of your mission critical applications using CaseBlocks Service Desk.

CaseBlocks extends traditional helpdesk support ticketing and change management processes with proactive application performance and security alert remediation. Server response time degradation and security alerts can be sent in real-time to CaseBlocks, automatically generating tickets for agent resolution using ITIL-ready business processes. Tickets can also be automatically generated from other tools such as Nagios, the ELK Stack, and Splunk, or security products like Cyber adAPT.

With standard integration techniques such as webhooks, your Service Desk can be integrated with your other business applications so you can consolidate your service desk processes and become more efficient in handling exceptions across a complex estate.

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Adapt your Service Desk

Make it yours, customise your CaseBlocks Service Desk to fit your business.

Our Service Desk solution comes with pre-configured templates which follow ITIL best practice
but can also be customised to suit the unique needs of your organization using our template configurator. This way you get a Service Desk that matches your organization’s policies and provides ultimate flexibility and business fit.

CaseBlocks can also be configured to support your other IT related processes to ensure they are all in line with the organisation’s policies and integrated with each other. It can also be integrated with other software packages and tools using the CaseBlocks API to ensure your procedures are followed throughout your organisation and information is accurate and up to date.

Automate your Service Desk

Automate your Service Desk and spend time on support, not admin.

Whenever something goes wrong, the people manning your service desk get bombarded with support requests that need to be addressed and processed.

CaseBlocks Service Desk allows your team to focus on providing support rather than admin tasks by automating repeatable processes such as ticket categorizations, prioritisation, allocation to teams and ticket updates. This lets your team spend less time on admin work and concentrate on providing first class support to your organisation and users.

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Features

Incident Management

Whenever users request support, a ticket is created so agents can get to work restoring a normal level of service as soon as possible.

Tickets can be created over the phone, by emails coming from your corporate email server or through the CaseBlocks API by third party business applications or infrastructure monitoring applications like Splunk.

They are assigned a unique ID to make identification easy and provides a fully auditable trail of all activity and agents working on it during the remediation of the ticket. Users can collaborate on tickets to improve the efficiency by using checklists of all of the necessary tasks to be carried out and suggested next steps so that nothing gets missed.

Through simply integration, tickets are automatically created when tools such as Splunk or Nagios highlight an issue so your Service Desk agents can begin remediation as soon as possible.

Problem Management

Using custom business rules, your Service Desk can differentiate between new and existing problems based on the number of occurrences and routes the ticket accordingly to increase the efficiency of the process.

Agents document attempts at resolving problems, uploading detailed documents or stocking a knowledge base with pdf’s of existing workarounds. This brings focus on solving the root cause while allowing operations to continue until the right solution is found.

Change Management

When your Service Desk encounters numerous incidents and problems within your IT systems they often result in a change request to resolve the issue or to prevent it from happening again. You may also create a change request as a result of new requirements or innovation which need to be managed.

These change requests may be simple such as changing a user’s password and can be done straight away. However, some requests may be more complex or costly and require approval, planning and designing before the change can be implemented.

CaseBlocks Service Desk allows agents and users to create RFCs (Request for Change) within the system and then pass to appropriate person for approval. Once their request has been approved, they will receive a notification to move on to the next stage of your Change Management Process such as creating a project plan and developing an implementation plan then scheduling when the change will take place. All documents can be stored against the appropriate RFC within CaseBlocks and can be associated with the relevant tickets so that you have a complete record of why the change was needed and how it was implemented.

Approved changes can be scheduled directly within the Service Desk and clearly displayed on a calendar to avoid clashes and to keep everyone involved informed of when the change will be made. Once the change has been successfully completed, the RFC ticket is marked as complete and the necessary users are automatically notified.

Permissions

Manage access to tickets within your Service Desk by creating a custom entitlement model. This defines who has permission to view or edit information within your service desk.
Permissions help you to protect your data and ensure your remediation agents focus only on jobs that are relevant to them. Permissions can also control access to a knowledge base of solutions and workarounds so users can self-help but can’t access open tickets, in-progress solutions or making edits. This gives agents more time to spend working on new tickets and removes the concern that their data will be changed by unauthorised users.

SLAs

Service levels introduce time-based rules into your service desk processes. When a service level condition is in jeopardy of breaching or actually breaches, you can define a range of different behaviour, such as move the ticket to a different queue, or allocate it to a different team.

Different classes of tickets can be given different rules so that critical tickets are given more aggressive service levels over minor tickets.

This helps identify bottlenecks by highlighting where more resources or better training is required or where your process need improving.

Email Service Desk

The CaseBlocks Comms Room manages all incoming emails to published email addresses such as [email protected]. Inbound emails can be inspected by front-line agents and then attached to new tickets, or can trigger custom scripts which can automatically create tickets for immediate processing.

From inside a ticket, outbound emails can be routed through your corporate email server over SMTP, and any responses to those are automatically routed back into the same ticket for handling. This means you have a full history of all email threads within each ticket.

Automated responses can be configured to notify anyone who creates a ticket how the support process works and to update them of its progress, helping your agents focus on remediation.

CaseBlocks API

Everything in CaseBlocks is driven through a public REST API. This means you can hook in existing websites or business applications in a standard way. Maybe you want to drop an e-commerce order into your fulfilment processes, or bring back delivery status to your customers.

The API extends the reach of process automation to other systems, helping you become more efficient when end-to-end processes span multiple systems.

CaseBlocks supports other integration techniques such as webhooks.

Knowledge Base

Create a knowledge base within your Service Desk containing solutions or workarounds to commonly encountered problems so users can solve their own IT issues without contacting your Service Desk.

It can also be used to store technical documentation about your systems and assets which can help your team resolve tickets faster.

Access to knowledge items is controlled through permissions to ensure that agents only access information relevant to their role.

Single User View

The Single User View provides a complete view of the user’s history with the Service Desk in one place so they can view all past issues they have experienced and any other open support tickets that they have.
Customised summary cards display information such as the user’s device, current operating system and assets associated with them, to help give your agents an overview of the user’s environment. The ability to view this information at a glance can help remediate the problem quicker as they don’t have to search for information or waiting for the user to respond to a question before proceeding.

Reporting

You can create reports using CaseBlocks custom scripts, and distribute them by email using the CaseBlocks Scheduler.

Reports would typically describe the status and count of open and closed tickets, or the performance of the service desk within service levels, or describe trends in tickets over time.

You can also export tickets into CSV files, or extract data for reporting in your offline reporting suite of choice.

Mobile App

Using the CaseBlocks Mobile app toolkit, you can create a custom mobile app for your Service Desk. The app integrates with your Service Desk using the CaseBlocks API to give your agents access to your Service Desk on their smartphone or tablet.

A Service Desk Mobile app allows your agents to hold the power of your Service Desk in their hands. They can receive notifications from the system straight to their device, view CaseBlocks emails and even work on tickets.

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