UNIDESK Value Proposition

  • High quality ticket resolution with very low operational overhead.
  • No need to maintain the ticket management software.
  • Tracking and follow up processes design for high quality service.
  • Built-in ITIL process complaint(out of the box ITIL compliance).
  • High quality reporting of service levels, efficiencies and productivity.
  • Infra insight reports(created using analytics of breakdown and usage).

UNIDESK Cloud Platform

  • We Create an instance for each UniDesk Customer
  • It has built-in CMDB capability
  • It offers super flexible ticket management.
  • Out of box Report templates and analytics
  • Multi channel notifications
  • High quality Knowledge base for faster ticket resolution
  • This platform is accessible by both:
    • Our service desk agents
    • Customer users
Services/VaIue CoveredUniDESKUniDESK ProUniDESK Pro Plus       
Ticket Management
Multi Channel Ticket OpeningYesYesYes
ITIL ComplianceYesYesYes
Ticket AllocationYesYesYes
Escalation ManagementYesYesYes
SLA Based follow upsYesYesYes
Platform
CMDBYesYesYes
Cloud / SaaS ModelYesYesYes
Alert Monitoring & Logging
Alert MonitoringYesYes
Email TriggersYesYes
SMS TriggersYesYes
Voice Call Outbound TriggerYes
IRT - Level 1 Support(with defined coverage based on catalog)
OS Platform - Linux & WindowsYesYes
Cloud Environment - AWS, OpenStack & RHEVMYesYes
DevOps ToolsYesYes
Application Administration(Sharepoint, WEB, portals)YesYes
Day to Day Maintenance (Backup & Restore)YesYes
Analytics & Insight
Daily ReportingYesYes
Analytics(Weekly/Monthly)Yes
Infra Insight ReportingYes