«Service Desk» — plugin for Redmine

Redmine plugin, which automates the process of requesting services between departments.

Buy «Service Desk» $499
Installation Guide

Plugin features «Service Desk»

All of your employees will get an automated environment for requesting services from the structural units.

Management of the company - is a staff communication. Employees will be able to collectively solve problems, request information, approve solutions and necessity of work.

You get a complete solution. All you need - is to set up services that can assist your structural units.

Multifunctional system of requests approval helps to filter and organize requests of the initiators. Company resources will not be spend in vain.

Any employee can assign a deputy which will automatically take over all his rights in the system. The absence of the employee will not stop the work of unit and does not require reconfiguration of the rights.

Buying a plugin «Service Desk», you will get for free a plugin «Hierarchy» for editing hierarchical structure of the company and import employee data from the a Microsoft Windows domain.

Plugin «Service Desk» allows to connect requests for services with the planned issues. Executor of issue will always be aware of what the end customer wants.

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Benefits «Service Desk»

Benefit 1

You will receive a turnkey solution that allows any employee to request services from any of the structural unit of your company. Each structural unit will be able to define and customize the list of services that it provides.

Plugin for Redmine — «Service Desk». Help Desk. Request for services.

The initiator or the employee of tech support writes a request to the side structural unit to provide the service.
Head of initiator approves a request, if necessary.
Employees of service desk of department, which received a request, distribute request to the executor or create a task.
After completing the work, executor sends a request on check.
The initiator verifies and evaluates the quality of the work. Evaluation of the customer can influence the performance of the executor (Required module KPI).
Head of department, in the case of heavy load, will be able to delegate the approval of requests to assistant.
You can set arbitrary additional chain of approval.

Benefit 2

Planned issues will be automatically linked to the key goal.

Plugin for Redmine — «Service Desk». Help Desk. Strategic planning.

Key goal is set to manager.
Manager divides goal into issues
Executor of issue forms a request of service from a third party department.
Head of third party department plans issue for execution.
Planned issue automatically becomes a subtask of a key goal.

Benefit 3

Management of the company - is a process of communication between employees. Plugin «Service Desk» provides excellent opportunities of corporate communication.

Each employee will be able to discuss and record the results of this discussion, using a special kind of requests.
Following the discussion, you can generate a request for the provision of the service. All discussed information will remain in the request.
You will be able to hold a discussion on any request for the provision of the service assigned to you.

Plugin for Redmine — «Service Desk». Help Desk. Communication between employees.

The employee initiates the discussion and assigns a request for other employees.
The employee involved in the discussion may ask the opinion of any other employee.
An employee leaves a comment and exits the discussion.
After exiting of all the participants from discussion , the initiator of the discussion gets a request with the opinions of all participants of the discussion.

Benefit 4

You will be able to initiate a discussion at any stage of the life cycle the request. It provides additional flexibility as requests execution is often associated with staff occupying various positions in the company. You can choose any interlocutor from the list of all employees.

Plugin for Redmine — «Service Desk». Help Desk. Communication between employees. Information request.

Benefit 5

All opinions, suggestions and solutions are recorded in the request and are visible to people responsible for the execution. Executors can use the collective intelligence of the organization. Increase awareness of employees about solved the problems of the company .

Benefit 6

The lifecycles of requests and issues are closely related. Executor of issue will always be able to see what was originally required by the customer.

Plugin for Redmine — «Service Desk». Help Desk. Strategic planning. Relation with issues.

Initiator requests a service from a third party department within the request.
Manager groups requirements of requests and assigns issue to executor.
After closing of the issue, request is automatically assigned to the author (initiator) to verify the quality of work and affixing assessment.

Benefit 7

User-friendly interface will always tell at what stage the request is on and which button should be pressed, to transfer it to the next stage.

Plugin for Redmine — «Service Desk». Help Desk. Life cycle.

And many other benefits...

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