Managed SaaS Services, Training & Support
As reputable MSP (Managed Service Provider) TYKT has the ability to remotely maintain and effectively support orginizations deployments.
Issue Resolution, Ticket Tracking
Customer Contact Management
Data, KB, FAQ Management
Self Service
Cloud Services
Cyber Security
We Create Fully Connected Systems So You Can Focus On Your Business
The TYKT customer help desk web portal solution automatically tracks the contact’s issue activities and flags them when certain user-defined criteria are met. This facilitates trend, alerts, automation, identification and root cause analysis of repeat issues..
Ticket Tracking & Troubleshooting
TYKT handles the ticket throughout its lifecycle, from the inquiry, opening of the ticket, the assigning of the ticket, and the resolution of the ticket. Beyond that we extract lesson learned to create FAQ’s and a client specific Knowledge Base inside the TYKT platform.
Reports & KPI
A set number of pre-packaged reports are available to both help desk managers and analysts from the help desk software solution.
Billable Hours
If purchased as an add-on, TYKT Time Tracker, automatically tracks work effort hours associated with a given issue that are billable to a cost center like a school building or department.
Ticket Workflow & Deduplication
Tickets can be assigned to others and alerts or alarms can be set to remind them to initiate follow-up. This ability should be supported through all tiers of the support organization is custom to the TYKT workflow module.
Data Management, Conent & FAQ
The TYKT Knowledge Base is a searchable, linkable database that contains the accumulated knowledge of human specialists in your particular field. The knowledge base supports templated answers, canned answers, FAQs, customer interaction histories, problems solved, and self-help question and answer pairs.
Lifecycle
TYKT handles the ticket throughout its lifecycle, from the inquiry, opening of the ticket, the assigning of the ticket, and the resolution of the ticket. Beyond that we extract lesson learned to create FAQ’s and a client specific Knowledge Base inside the TYKT platform.
Top Issues & Assignment
Top Activities, like external Tasks, and Appointments can be linked into an open ticket within the TYKT and assigned to an individual or team.
Curated FAQ, Knowledge Base
The TYKT Knowledge Base is a searchable, linkable database that contains the accumulated knowledge of human specialists in your particular field. The knowledge base supports templated answers, canned answers, FAQs, customer interaction histories, problems solved, and self-help question and answer pairs.
Customer Contact & Self Service
TYKT allows customer self service, i.e. the management of both, the inquiry and ticket tasks; and also the customer information related to providing support to our end-users.
Issue & Contact History
A running record of customer histroy is available to the customer.
Contact Information
This includes, information like the contact name, role/position, department, phone, address, e-mail, fax, Web address, hardware inventory, etc. By making this customization, users’ information is automatically available when their “issue network” account.
Self-Service Web Portal
TYKT allows for end-users to enter their own calls online through a web-based interface. This not only allows end-users to check status of open calls without Help Desk or IT staff intervention.
TESTIMONIALS
Use Cases & Center For Excellence
TYKT can store vendor, service or product warranty information per contact. These warranties can be accessed by designated help desk analysts and viewed on-screen.
TYKT allows managers to track and manage help desk analyst performance within platform. Reports would be exportable to external tools for additional analysis.
TYKT platform allows tickets and activities to be prioritized, assigned to individuals and teams; for tickets and activities to be re-assigned, escalated in severity, and resolved.
The user can create* their own reports based on their defined set of criteria from within the TYKT* report platform, in the context of the ticket history the analyst or manager.
A user-defined automated e-mail response can be sent from TYKT when certain customer-initiated activities occur. Replies from end users would automatically
Forecasting & Dashboard for Key Indicators. TYKT can help to estimate* future demands on the support env. based on past compiled data, involving a set of metrics that provide an “at-a-glance” summary of current help desk activity levels.
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Hours
M-F: 9am – 5pm
S-S: Closed
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(234) 200-MAP0