Sans la plateforme
Information about Service Desk lives in separate spreadsheets, and nobody knows which version is current.
Avec Partiu Formatura
5 modules share the same class, graduate and event records.
Platform and intelligence · Service Desk
The team's internal tickets with queue, SLA and history, with no rollout ritual
The team's own tickets for IT, infrastructure, HR, finance, event operations and facilities, built on the same design as the Tickets that serve graduates. Any dashboard user opens and follows their own tickets; agents see the whole queue. Support teams with members, a category that suggests the team, configurable priorities, an SLA per category and priority in business hours with the clock paused while waiting on the requester. Internal notes the requester cannot see, attachments, references to other records and indicators. Default priorities, categories and SLA are born on the first ticket: anyone who has Tickets already has Service Desk.
Le problème et la solution
What changes when Service Desk works inside the platform
This is connected information about classes, graduates and events across 5 modules, replacing scattered spreadsheets and messages.
Sans la plateforme
Demander un chiffre prend du temps, parce qu’il faut croiser des données venues de plusieurs endroits.
Avec Partiu Formatura
Opening and Tracking and Teams and Categories update together, with figures ready for the next meeting.
Sans la plateforme
Le processus dépend de qui est là ce jour-là, et son historique disparaît.
Avec Partiu Formatura
Tout le monde suit le même circuit, avec des actions consignées et des droits par rôle.
Sans la plateforme
Communiquer avec les autres services suppose d’exporter des tableurs et de resaisir les données.
Avec Partiu Formatura
Service Desk shares information directly with other areas of the platform.
Comment ça marche
How information moves through Service Desk
Chaque étape correspond à un module réel de ce domaine. Ce qu’elle produit passe à l’étape suivante sans que personne resaisisse la même information.
What is available in Service Desk
- Opening and TrackingAny dashboard user opens a ticket and follows their own; agents see the whole queue.6
- Teams and CategoriesSupport teams with members and a category that suggests who handles it.4
- Priorities and SLASLA per category and priority, in business hours, with the clock stopped while waiting on the requester.5
- Status, Internal Notes and AttachmentsSeven ticket statuses and an internal conversation the requester cannot see.4
- Indicators and PermissionsQueue indicators and six separate permissions, inside the Support module.4
À la une
Nasce pronto na primeira abertura
Qualquer usuário do painel abre chamado para TI, infraestrutura, RH, financeiro, operação de eventos ou facilities. A categoria sugere a equipe, o SLA conta em horário útil e para enquanto espera o solicitante, e as notas internas ficam só entre quem atende. Quem contratou Tickets já tem Service Desk.
Voir à l’œuvre- Sete status, do novo ao fechado
- Quatro prioridades padrão, configuráveis
- Anexos e referência a ativo, evento ou turma
- Six permissions: open, view, handle, assign, reports and configure
Opening and Tracking
Any dashboard user opens a ticket and follows their own; agents see the whole queue.
- Any dashboard user opens a ticket, no special permission needed
- "My tickets" screen with what the person opened themselves
- Agents see the whole queue
- Attachments on the ticket
- Reference to another system record: asset, event or class
- Top-level item in the dashboard menu
Teams and Categories
Support teams with members and a category that suggests who handles it.
- Support teams with members: IT, infrastructure, HR, finance, event operations, facilities
- The ticket category suggests the team that handles it
- Ticket assignment to a team member
- Default categories created on the first ticket, no setup ritual
Priorities and SLA
SLA per category and priority, in business hours, with the clock stopped while waiting on the requester.
- Configurable priorities, with 4 defaults
- SLA per category and per priority
- Counted in business hours
- Clock paused while the ticket is waiting on the requester
- Default SLA is born on the first ticket
Status, Internal Notes and Attachments
Seven ticket statuses and an internal conversation the requester cannot see.
- Statuses: new, in progress, waiting on requester, waiting on third party, resolved, closed and canceled
- Internal notes among agents, invisible to the requester
- Attachments at any stage of the ticket
- Complete ticket history
Indicators and Permissions
Queue indicators and six separate permissions, inside the Support module.
- Indicators for the queue and the tickets handled
- Six permissions: open, view, handle, assign, reports and configure
- Part of the Support module: anyone who has Tickets has Service Desk
- Built on the design of Tickets, which serves graduates
Liste de contrôle
Everything included in Service Desk
All 23 features in this area, grouped by module so you can compare systems item by item.
- Any dashboard user opens a ticket, no special permission needed
- "My tickets" screen with what the person opened themselves
- Agents see the whole queue
- Attachments on the ticket
- Reference to another system record: asset, event or class
- Top-level item in the dashboard menu
- Support teams with members: IT, infrastructure, HR, finance, event operations, facilities
- The ticket category suggests the team that handles it
- Ticket assignment to a team member
- Default categories created on the first ticket, no setup ritual
- Configurable priorities, with 4 defaults
- SLA per category and per priority
- Counted in business hours
- Clock paused while the ticket is waiting on the requester
- Default SLA is born on the first ticket
- Statuses: new, in progress, waiting on requester, waiting on third party, resolved, closed and canceled
- Internal notes among agents, invisible to the requester
- Attachments at any stage of the ticket
- Complete ticket history
- Indicators for the queue and the tickets handled
- Six permissions: open, view, handle, assign, reports and configure
- Part of the Support module: anyone who has Tickets has Service Desk
- Built on the design of Tickets, which serves graduates
Want to see Service Desk in your operation?
Demandez une démonstration sur vos propres chiffres, sans engagement. Un échange vous aidera à juger si le module répond à vos besoins.