Support Desk

What Support Desk does10 capabilities

• Personalized home dashboard with support stats
• Submit-a-request with category, description, attachments, auto-confirmation
• “My requests” history with status, handler, and resolution
• Self-service knowledge base (categorized, searchable)
• Support analytics: first-response/resolution time, SLA compliance %, breaches, CSAT
• Staff ticket queue with SLA on-track/breached status
• Category management with auto-routing and per-category SLA targets
• SLA policies with escalation rules
• KB administration and canned-reply templates
• Registry config (statuses, priorities, roster), roles (submitter/handler/admin/auditor), audit trail