¶ PVYserviceDesk Introduction
Regardless if you are an Online Retailer, a Service Company, a ICT Company or even a Provider, a slick and powerful Servicedesk is mandatory to streamline your requests for operations such as:
- Customer Support Helpdesk
- Customer Servicedesk
- RMA & Warranty Management
- Operational Management
- SLA driven Support for Services, Incident & Change Management
- Request and Information Management
- Procurement / Purchase Invoice Management
¶ Feature Overview
And of course, it shall allow you to streamline not only multipe channels where customers can create a support or service request, it shall allow:
- User, Group and Role Management
- Organisation Management
- Activity Streams
- Multiple Notification Targets
- Multi-Language
- Company Branding Option
- Live Support Chat Integration
- Knowledge Base Management and Frontend Engine with Search
- Realtime updating List Views
- High degree of Automatisation
- Social Media and Messenger Integration
- Text Blocks Shortcode
- Macros
- Customizable Templates, combined with Conditional Loading based on Ticket Classification
- Tags
- Calendar Integration
- SLAs Management
- Trigger
- Public Link Management
- Webhooks
- API
- Automatisation
- Custom Report Profiles
- Timebooking with Time Sheet, intelligent based on Ticket Type, export for Billing by .csv, json or API
- Security Management, Multi-Factor Authentication, Session Management
- Custom Fields, Conditional
- Object Management
- Core Worflows
- GDPR Compliance
- Own Monitoring
- Monitoring Integrations for Incident Management
- Comprehensive Statistics with Realtime Graphs
¶ Out of the Box Integrations
PVYserviceDesk offers all important Inbound Channels, which you can utilize to route new Tickets accordingly of its type, region, timezone, to the right agent teams, and also using enhanced functionality to add an SLA to it, channel-, domain- or organisation-wise.
- Web Integration
- Form Integration
- E-Mail Channels
- SMS Inbound/Outbound
- Chat Integration
- Google Integration
- Microsoft 365 Integration
- X.com/Twitter Integration
- Facebook Integration
- Telegram Integration
- PVYmessenger Integration
- Webhooks
- PVYautomat
- Github Integration
- GitLab Integration
- Clearbit Integration
- iDoit DMDB Documenation Integration
¶ VoIP / PBX Integrations
- PVYpbx Integration
- Any VoIP/SIP Integration for Inbound Call Handling
- Generic CTI API for realtime Push Inbound on incoming calls
¶ Enhanced Communication Security Protocols
- S/mime Support
- PGP Support
¶ Monitoring Integrations
To streamline Incidents and related Tickets/Resolving, PVYserviceDesk works out of the Box with some of the market leading Monitoring Solutions:
- CheckMK Monitoring Integration
- Icinga Monitoring Integration
- Monit Monitoring Integration
- Nagios Monitoring Integration
¶ Intelligent Automatisation
- Domain based Auto-Allocation to Organisation, Agents, Ticket and SLA Classification
- Duplicate recognition, Merge and Split Functionality
- Internal Reply, Internal Comment, Pubic Replay (Full Mail Client Support) Public Comment
- Auto-Account Creation
- PVY-ID Integration (by Default: Each PVY-ID User has a Customer Role, Allowande for Own Domain only, in case you want them to make Agendt by Default Role)
- New User Default Role allocation
- Rules for Auto-Assignment to Agents
- Rules for Notification Management
- SLA Violoation and SLA Escalation Management Rules
- Enhanced Inbound Channel Classification and Routing with Tagging, SLA and Group assign
- Domain based Organisation Allocation for new Ticket creators
¶ Multi-Domain & Instance Management
- You can out of the box serve different Websites and Domains, assign them automatically based Rules or Workflows to different Groups/Teams of Agents
- You can connect multiple Instance, like: EMEA Support & Emergency Markets, to utilize TimeZone Management and 24/7 Support or Availability
¶ Import Assistant from other Popular Systems
When you switch from other popular, may super expensive Systems, you may want to retain you previous Data for Hystory reasons. PVYserviceDesk supports for following System an Import Assistant, with auto-match field recognition, and by mismatch for custom-fields in the old system, it will suggest to create these custom fields on System, with a list and its correlation or convert them to tags.
- OTRS
- Jira
- Redmine
- Zendesk
- Freshdesk
Optioninally you can also go with the manual import functionality. PVYsupport is always there to assist in such cases.
¶ Modern Technology Stack
Built on Ruby and Go, with an ease of use self explaining user interface, PVYserviceDesk is a Top-notch Application, completely web based, enhanced with Web App conform Desktop Notifications.
And its best, it runs on your Personal Cloud Environment on PVY@Cloud or PVY@Office Appliance. Optionally you can also push it behind PVYvpn, so it’s not accessible from the Public Internet. You can choose that by the enrolment on your PVYcentral Management Console.
¶ Read the docs
PVYserviceDesk User Manual (Video driven)
PVYserviceDesk Admin Manual
PVYserviceDesk API Reference
¶ Case Studies
Since PVYserviceDesk is extremly powerful and as part of PVY@Cloud Packages inlcuded, we got also interesting Customer Feedback, which are being published on our Website https://pvy.swiss/casestudies
Or in short: It not only saving costs by end of the month, it was a key factor for many, to increase their efficiency and effectivty.