For our Clients we created our own HelpDesk system that organizes requests and simplifies contact with support. Instead of searching through emails and phone calls, the Client and KTS team use one place for registering, handling and reviewing the history of issues.
TICKETSSTATUSESPRIORITIESHISTORYATTACHMENTSSLA
KTS HELPDESK / CLIENT SERVICE
HELPDESK: ONLINETICKETS: ACTIVE ›
02 KTS HELPDESK
One issue, one ticket, complete history
KTS HelpDesk was created from the practical need to serve our Clients efficiently. It makes it easy to report a problem, provide technical information, assign the task to the right specialist and follow its progress.
FAST REPORTINGThe Client describes the issue in a structured way and can attach required materials.CLEAR STATUSIt is clear whether the case is new, in progress, waiting for information or completed.FULL HISTORYCommunication, decisions and completed actions remain attached to the specific ticket.
03 TICKET FLOW
Functions that improve cooperation with support
01
Ticket registration
Create and organize tickets with description, category, priority and relevant information.
02
Task assignment
A ticket is assigned to the right person or team so responsibility is clear.
03
Statuses and priorities
Clear progress stages and priorities help organize the support queue.
04
Attachments and documents
Files and materials needed for diagnostics or implementation can be attached to the case.
05
Change history
The system keeps the service history and activity related to the ticket.
06
Reporting
Collected data helps analyse ticket volume, response times and recurring issues.
04 SERVICE WORKFLOW
How a ticket is handled
01
REPORT
The Client describes the problem or request and provides relevant information.
02
ASSIGNMENT
Support classifies the request, sets priority and assigns the right specialist.
03
RESOLUTION
The technician works on the case, adds information and communicates progress.
04
CLOSURE
After resolution, the history remains available as knowledge for the future.
05 CLIENT SERVICE
Why KTS HelpDesk
KTS SOFTWARE
We develop it together with our Clients’ needs
Because HelpDesk is our own system, we can continuously develop it around the real needs of KTS Clients. We do not wait for decisions or another release from an external vendor — we are the creators of the system, so we can react faster, improve support processes and add functions that are genuinely useful in everyday cooperation.
KTS SOFTWARE
Transparency
The Client knows the issue has been accepted and can see its status.
KTS SOFTWARE
Better support organization
Priorities, assignments and statuses help manage many requests consistently.
KTS SOFTWARE
Knowledge of the environment
Ticket history reveals recurring problems and supports preventive actions.
06 FAQ
KTS HelpDesk — common questions
Is HelpDesk intended for KTS clients?
Yes. We created it to support day-to-day communication between our Clients and KTS IT Service.
Does a ticket replace phone contact?
No. Urgent situations can still be handled directly, while HelpDesk remains the place where the case and its history are organized.
Can previous tickets be reviewed?
Yes. History makes it easy to check earlier problems, actions taken and solutions.
07 KTS SOFTWARE
Want to organize communication with our service team?
As part of cooperation we will show you how to use KTS HelpDesk and how to report issues efficiently.
