Internal IT Support Desk
Streamline internal IT support and empower your IT team.
Executive Summary
Kayako's Internal IT Support Desk solution is designed to help organizations efficiently manage and resolve IT requests from their employees. It centralizes all internal IT support interactions, enabling IT teams to regain control over their workflows and improve service delivery. The platform offers omnichannel capabilities, ensuring employees can submit requests through their preferred channels, which are then consolidated for the IT team. The solution focuses on enhancing the productivity of IT support agents by providing tools that streamline ticket management, from initial submission to resolution. By putting IT teams back in control, Kayako aims to reduce resolution times, improve employee satisfaction with IT services, and free up IT resources to focus on more strategic initiatives rather than reactive problem-solving. It leverages features like AI-powered ticketing to optimize the support process.
Use Cases
- Centralizing and managing all internal IT support requests.
- Providing omnichannel support for employee IT issues (e.g., hardware, software, network access).
- Automating ticket routing and categorization for faster resolution.
- Empowering employees with self-service options for common IT queries.
- Improving IT team efficiency and reducing resolution times for internal tickets.
Features
Intelligence
- AI-Powered Ticket Routing: Automatically categorizes and assigns tickets to the right agent or team based on content and context.
- Intelligent Automation: Automates repetitive tasks and workflows to improve efficiency and reduce manual effort in IT support.
Support
- Omnichannel Support: Consolidates IT requests from email, chat, and web portal into a single platform for unified management.
- Self-Service Portal: Provides employees with a knowledge base and portal to find answers and submit requests independently.
Technical Specifications
- Architecture
- Cloud-native SaaS platform with a REST API for integrations and extensibility.
- Deployment
- SaaS
- API Available
- Yes
Integrations
- Zapier
Security & Compliance
Certifications: SOC 2, GDPR
Encryption: Data is protected with encryption, as part of comprehensive security measures outlined in GDPR compliance.
Pricing
- Model
- Per ticket resolution
- Starting Price
- $1 per ticket resolution
- Target Customer
- Mid-Market,Enterprise
About Kayako
Kayako is a customer service software company that provides cloud-based and on-premise help desk, CRM, and live chat software. Acquired by ESW Capital in 2018, Kayako now focuses on an AI Help Desk Platform to clear backlogs, raise CSAT, and speed responses for businesses of all sizes.