Streamline your IT Support

Service Desk is an all-in-one solution, streamlining IT support and incident management for technicians by providing seamless access and remote support to devices. Create tickets to visualize tasks, streamline workflows, and effortlessly manage issues raised.

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Remote IT Support

INCREASED EFFICIENCY

Service Desk enables IT technicians to provide IT support regardless of the user's device location, resulting in quicker resolution times.

TAKE CONTROL

IT Technicians can remote control into a device directly from the service desk ticket, allowing them to take control of a device and further diagnose the problem raised by the user.

Raise and Manage Tickets

TIME TRACKING

IT technicians can record the duration they dedicate to a ticket, along with an optional description. This information can be used to generate visualisations, illustrating how technicians allocate their time.

RESPONSES

Establish direct communication between an IT technician and a user. Responses are tied to the ticket, ensuring that if the ticket is reassigned, the new assignee retains the communication history.

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Assisting your Teams with Senso one2one

Raise and Manage Tickets

AUTOMATION RULES

Configure automated processes to perform actions against Service Desk based on specific triggers and criteria.

For example: An automation can be configured to email technicians when a high-priority ticket is created, ensuring a swift resolution.
TASKS

Tasks can be configured to automate the recurring creation of Service Desk Tickets.

For example: If your school conducts a monthly software check, Tasks can be configured to automatically generate a Ticket with assigned data.

SLA Alerts

POTENTIAL BREACHES

SLA Alerts can be configured to indicate a potential breach of the Service Level Agreements (SLAs).

EMAIL NOTIFICATIONS

Service Desk provides the functionality to send email notifications to Technicians when nearing an SLA breach.

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How do Users Raise a Ticket?

Support Channels provide various options for users to create a ticket.

This can be direct through the Senso Portal, or using external resources such as email forwarding, the Senso toolbar or, external form access.

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Email Forwarding

TICKET CREATION

By using an email address generated by Service Desk, users are able to send an email which will be automatically converted into a ticket.

ADD TICKET DETAILS

Users can effortlessly add attachments such as screenshots to support their technical query.

External Form Access

MAINTAIN SECURITY

Allows external users to access a form without granting them organization access or sharing internal communication channels.

ADD A DOMAIN

Simply add a domain, granting access to users with emails within that domain via a shareable link.

Supporting Teachers with Senso one2one
Assisting your Teams with Senso one2one

Toolbar

DIRECT COMMUNICATION

The Toolbar enables direct communication from the user's device and Service Desk, users can add a description and attachments to a ticket.

EASILY RAISE TICKETS

The toolbar can be loaded on any device with the Senso Client installed, allowing users to easily raise and generate tickets with one click.

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