Help Desk / Trouble Ticketing

IT administrators and service providers know that managing user expectations and keeping a history of all issues and resolutions is key to providing quality support. The organization and the users need and expect quick assistance and resolution to their problems.

Mosaic Technologies provides a comprehensive integrated help desk and trouble ticketing system. Users and support personnel can interact in real time to report, diagnose and resolve issues quickly and efficiently without physically visiting the desktop.

Mosaic Technologies provides IT administrators and service providers the tools they need to resolve issues quickly, keep users happy and the organization running.

• Track User Issues and Resolutions
  • Create and track issues in detail
  • Configurable alerts based on issue creation and update
  • Complete issue history tracking with user, date and time stamp
  • Support for file attachments and screen shots
  • Configurable online views
  • Accessible from anywhere using a standard Web browser
  • Knowledge base
• Integration Provides overall Flexibility and Productivity
  • View complete hardware and software inventory
  • Easily pinpoint hardware and software changes
  • Provide immediate troubleshooting and issue resolution
  • Immediate remote control to the user from the issue view
  • Increase user satisfaction, productivity and ROI
• Integrated Online Chat
  • User has immediate access to support personnel
  • Secure and limited to the organization
  • No additional software or network configuration required
• Flexible Configuration
  • E-mail alerts to support personnel based on issue criteria and computer groups
  • User definable issue categories, priorities and statuses
  • Flexible support personnel and user access policies
• Easy and Fast Deployment
  • Up and running in minutes
  • No software to install
  • Easy administration of users and policies
  • No long training cycles or consultants required
• Comprehensive Reports
  • User defined
  • Recurring, scheduled and automatically delivered via e-mail
  • Export to HTML, Microsoft Word or Excel