Service desk, incidents & requests — found from sitemap — EcholoN

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Facts read from this source

• Overview Report an error

  “With the EcholoN Service Desk Software, you can track and manage incidents, service requests, and other service processes through a central platform.”

• Models Report an error

  “Made in Germany - Cloud, on-premises or hybrid - Scalable in stages - A bespoke demo tailored to your processes”

• Channels Report an error

  “Enquiries can be received via email, telephone, the self-service portal or through integrated systems.”

• Assignment rules Report an error

  “EcholoN can assign tickets based on teams, roles, locations, customers, services or other organisational criteria.”

• SLA monitoring Report an error

  “Response, processing and resolution times can be managed depending on the service, priority, contract, customer or support hours.”

• Escalation Report an error

  “EcholoN monitors deadlines and can automatically send a notification or initiate a defined escalation process if a deadline is at risk of being missed.”

• Incident management Report an error

  “The requester, affected service, and configuration item can be assigned to the incident. Impact and urgency help with prioritization.”

• Service request management Report an error

  “Standardized requests such as authorizations, purchase orders, access requests, or internal services can be processed via defined request workflows.”

• SLA configuration Report an error

  “Service Level Agreements can be configured based on service, priority, contract, customer, or support calendar.”

• Workflow engine Report an error

  “The EcholoN Workflow Engine handles recurring process steps.”

• Self service portal Report an error

  “Through the EcholoN Self-Service Portal, customers, employees, and partners have centralized access to services and information.”

• Knowledge management Report an error

  “The EcholoN knowledge base centrally provides guides, known solutions, checklists, and process knowledge.”

• Problem change management Report an error

  “Incidents, problems, and changes remain linked to one another rather than being handled in separate tools.”

• Asset configuration linking Report an error

  “Tickets can be linked to devices, applications, equipment, locations, or other configuration items.”

• Reporting Report an error

  “EcholoN prepares operational service information for different roles.”

• Multi tenant managed services Report an error

  “Multiple customers, contracts, support hours, service levels, and responsibilities are managed separately within a single platform.”

• Configuration Report an error

  “Forms and required fields Status models and process steps Tasks and approvals Roles and permissions Teams and responsibilities Service levels and escalations Customers and organizational units Locations and languages Service catalogs and portal roles”

• Areas Report an error

  “Email systems User and directory services Monitoring and reporting systems ERP and CRM applications Asset and configuration data sources Telephony and communication solutions Other specialized applications”

• Data workflow system Report an error

  “The EcholoN Data Workflow System is available for data migrations and cross-system processes. It supports the import, cleansing, and transformation of data from existing systems.”

• Connection options Report an error

  “Depending on requirements, the connection can be established via an existing standard component, a defined interface, or a project-specific integration.”

• Phased implementation Report an error

  “The initial implementation can be limited to a single service desk. Additional teams and processes can then be gradually added on the same technical foundation.”

• Itil processes Report an error

  “EcholoN supports processes for incident, problem, change, service request, and service level management, among others.”

• Dashboards content Report an error

  “open and at-risk cases, upcoming SLA violations, overdue tasks, ticket volume by time period or category, processing and resolution times, team and employee workload.”

• Case view Report an error

  “Status and priority, Requester and affected organization, Responsible teams and agents, Communication history, Tasks and approvals, Response and resolution deadlines, Affected services and objects, attachments and documents, and related cases.”

• Company Report an error

  “mIT solutions GmbH Quickborner Straße 79 25494 Borstel-Hohenraden”

• Case studies Report an error

  “Aveniq uses EcholoN as a strategic tool to improve collaboration with customers and service quality.”

• Review count Report an error

  “69 Customer reviews”

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Scores citing this record

• The Change & Configuration Manager Service desk, incidents & requests
• The MSP Owner Service desk, incidents & requests
• The MSP Owner Deployment, integrations & multi-client operation
• The Municipal IT Lead Service desk, incidents & requests
• The Service Desk Lead Service desk, incidents & requests
• The Service Desk Lead Deployment, integrations & multi-client operation
• The Service Desk Lead Pricing transparency
• The Skeptic Service desk, incidents & requests
• The Skeptic Deployment, integrations & multi-client operation
• The Skeptic Pricing transparency
• The Solo IT Admin Service desk, incidents & requests
• The Solo IT Admin Deployment, integrations & multi-client operation