Technical support software for level 1 and 2 helpdesk

The call lands on level 1, which qualifies the incident and resolves common cases. Complex tickets are escalated to level 2 with all the context already captured — the user doesn't start their explanation over.

An open incident stays visible until it's closed: status, assigned agent, last action and next due date. Scheduled reminders prevent forgotten tickets.

Every exchange with the user is timestamped and attached to their record. Call recording serves as evidence and as training material for new technicians.

Diagnostic scripts guide the agent step by step depending on the type of fault. Validated solutions are reusable from one call to the next, cutting handling time.

Supervisors track the number of open incidents, average resolution time and each technician's load. Statistics per period help meet service commitments.