Keep your company up and running
with streamlined support

Enhance the IT support experience with a comprehensive Internet-based service management solution.  Give your employees the flexibility to submit tickets through email or the web. Make it easy for users to find answers they need using a fully searchable self-service knowledge base. Send automatic email notifications to update coworkers on the status of their requests. Combine Service Desk with WebEx Remote Support to deliver instant, personalized support to employee across multiple work sites.

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Get Service Desk by Parature on demand over the Cisco powered MediaTone™ Network. No new software or hardware is required, making this service easy to implement and scales as your needs change. The MediaTone™ Network offers better than 99.99% “always-on” reliability, as well as enterprise-grade security. Support session content is never stored on our servers and 128-bit SSL and 256-bit AES encryption ensures privacy during transmission. WebEx services are stringently audited against ISO-17799 standards with compliance details provided in a SAS 70 Type II report and other third-party security reports.

Use robust reporting tools in System Management to evaluate all aspects of IT support. Address support issues by measuring support rep and knowledge base efficiency. Boost support effectiveness by taking a real-time snapshot of top problem areas. Improve decision making with detailed management reports. Justify infrastructure investments, cut costs, and quantify achievements.

Give your employees the flexibility to submit requests for service through email or the web at any time. Engage in live online chats to resolve problems quickly. Update coworkers on the status of their service requests with automatic email notifications.

Eliminate up to 80% of your inbound requests. Enable your employees to find the answers they need using a self-service knowledge base. Post critical documents, patches, or even media files for users to download what they need. Build and develop online communities to share valuable ideas and discuss complex issues.

Maximize help desk productivity. Give your help desk representatives the ability to set up task assignments, meetings, schedule reminders, and share team calendars. Set up rules to notify you when tasks are incomplete or overdue.

Extend support with critical support documents, patches, or media. Include all file types and attachments including: software, patches, product manuals, audio files, and movie clips. Control what support material each employee can view and download with permission-based access. Keep your support library relevant and adjust accordingly by tracking the download history of all files.

Keep employees engaged and prevent unnecessary support requests. Set up multiple discussion forums to support the needs of different users. Highlight key topics. Maintain the quality of discussion topics by auditing all forum entries.

Enable your employees to submit help desk tickets online. Track, route, and resolve IT support issues with automated ticket management system. Create ticket escalation and transfer tickets to specific team members. Receive alerts when support cases are not resolved within defined time limits. Maintain support quality with ticket metrics to see average time-to-resolution and end user satisfaction.

Reduce inbound requests. Users access a self service knowledge base anywhere, any time. Organize and store answers to frequently asked questions in a central repository. Alert employees to the latest announcements using automated subscription management.

Store valuable information on each IT support case. Encapsulate all support activities in a dashboard view for each desktop, including a full record of tickets, emails, notes, call logs, and more. Gain instant awareness into all support exchanges. Keep users informed with automated email notification.

Evaluate all aspects of your support desk. Track assigned, working, and even backlogged tickets. Sort information and summarize statistics based on specific groups of data.

Enrich employees’ support experiences with a convenient portal. Adapt the portal to reflect their specific needs. Enable users to access the tools they need including: forums, chat, ticketing, call status, product registration, and knowledge base. Set up password-protected access or offer public access.

Create customized online surveys by selecting from several designs, multiple question types, and sample questions. Export survey data to Microsoft Excel™ or your own analysis tool. Set up customized rules and distribute surveys automatically.