Duet Service Desk for Opera 3

Manage both customer & internal service tickets and allocate tasks to service providers, such as office based staff or field service technicians. Maintain details of customer assets and service contracts. Record time, part issues, expenses & requisitions against tasks.

Features integration with CRM or SOP.

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Manage service tickets

  • Raise & manage service tickets from a mobile device or web browser
  • Tickets can be raised for external customers or internal issues
  • Track tickets through various stages - i.e. Raised, Allocated, Scheduled, Started, Complete
  • Attach documents to a ticket, e.g. screen shots or photographs taken directly with the device camera
  • Complete ticket history, who did what and when
  • Internal notification system ensures everyone involved with a ticket is kept informed of progress

Flexible configuration

  • Users can be assigned a role as a Service Controller and / or a Service Provider
  • Ticket types can be configured to require a customer, service contract, and assets or inventory
  • Different types of ticket can be automatically allocated to one or more designated Service Controllers when raised
  • Include multiple customer assets on a single ticket
  • Allocate and schedule individual tasks to Service Providers, e.g. site visit, call customer etc.

View assigned tasks

  • Service Provider view of tasks that have been allocated to them
  • Tasks can be scheduled by the Service Controller, or optionally self-scheduled by the Service Provider
  • Flag a task with a query for the Service Controller
  • Progress tasks though Opened (e.g. when travelling to site), Started (e.g. when work has started) and Completed
  • Capture photographs against a task with the device camera
  • Navigate to the precise location of a task with a single tap, via a GPS enabled app on the device (supported apps include Google Maps and What3Words)
  • Record a customer signature when a task is complete
  • Log time, part issues, expenses & requisitions against the task

Customer asset register

  • Maintain a register of customer assets under maintenance
  • Each asset can be associated with a customer service contract
  • Assets can be linked to inventory items and suppliers
  • Record serial number, date last serviced, installation date and warranty expiry date

Monitor your performance against service contracts

  • Define multiple service contracts per customer
  • Service Contracts can be based on standard contract templates
  • Define target times that tickets raised under the service contract should be Allocated, Scheduled, Started and / or Completed
  • Link a support calendar to a service contract
  • Service Level Monitor option provides a view of service tickets that exceed the targets defined

Flexible support calendars

  • Define support calendars for use in Service Contracts
  • Each calendar can include or exclude multiple schedules - e.g. Include: 'Normal Working Week', 'Statutory Holidays'; Exclude: 'Weekends'
  • Hours of cover (e.g. 9.00am to 19.30pm) can be specified for each schedule
  • Service level monitoring targets are calculated taking into account the support calendar that is in use