SyAM’s Help Desk empowers the IT staff to focus their time on addressing issues, instead of recording them.
Needing to do more with less in a changing world
With school IT resources spread thin, staff must have access to the resources needed to resolve their end-users problems as quickly and efficiently as possible. SyAM provides this and more, from auto ticket assignment based on location or problem reported to its browser based interface accessible from anywhere.
With the explosion of remote learning due to COVID, IT staff need as much upfront detail as possible from the parent, student or staff member in order to take the necessary action and provide quick resolution.
SyAM expanded their Help Desk ticket reporting to accommodate this new work requirement with the public form. The customizable form allows the IT staff to ask the questions upfront and get the required data to populate directly into the ticket.
Simple ways to get the information to the techs
Getting the right information upfront is key to enabling the technicians to do their job efficiently. SyAM provides different options that can be tailored to your end-users.
Create a form for parents, students or staff to report problems from home directly on your web site that integrates the information directly into the ticket.
Self Service Portal
For more secure local environments staff can access a authenticated portal for reporting issues and viewing their tickets
Email to ticket
Create tickets or update tickets directly from emails sent to your helpdesk
Mobile Friendly Interface
Whether the technician need to update ticket comments within the classroom or the teacher needs to submit a picture of the issue with the ticket the SyAM interface is mobile friendly so they don’t need a dedicate app or learn a new product.
Tracking the service history of an asset is simplified with the Asset integration built directly into the Helpdesk.
Tickets can quickly be linked to the appropriate asset, so technicians can see current and prior tickets for that asset, enabling them to make decisions on the quickest resolution.
When tied to the Asset Protection function, technicians can see if the Chromebook fix is going to be covered under the insurance or if further actions need to be taken on collecting funds to cover repair costs.
SyAM Software provides organizations a simple way to manage their IT Assets. From the integrated help desk for service tracking to the unified device management of Windows, Linux, macOS, iOS, and ChromeOS platforms for keeping data current from intelligent assets.
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