Incident and Ticket Management
E-solution G-tickets offers solutions dedicated to the day-to-day management of your IT department: agentless network inventory, IT and office equipment management, help desk, management of your customers' incidents and requests, knowledge base, setting up an approach compliant with ITIL best practices, etc. E-solution G-tickets develops Click & Manage software for you: modular, simple and quick to install and learn.
Our ticket and incident management solution lets you gather users' incident and problem requests and handle them as quickly as possible. Known as E-solution G-tickets Service Desk, this powerful software records and classifies your tickets and incidents according to their urgency and criticality, their categories/subcategories, their origins and the required levels of intervention.
In addition, our incident ticket management tool lets you set up alerts and email notifications, which significantly increases the responsiveness and efficiency of the support team. It thus helps improve the quality of service provided to users and reduce the impact of incidents on the company's business.
Manage your tickets from your mobile
Are you on the move and want to access your tickets and follow interventions? With the G-tickets Mobile Desk module, you can manage incidents from your smartphone (Android & iOS). This additional component provides the essential features of our solution: creating new tickets, viewing ticket and incident lists, tracking the progress of tickets/
To better help you, we offer a wide range of services to meet your needs, including consulting, installation and configuration, user training and technical support. This personalized support program is offered in project mode and can be combined with a maintenance contract, which gives you free access to all the services provided by our support team.
The solution can be hosted in SaaS mode with our green partner Data Campus. This data center has a maximum security policy and provides a service available 24/7.
E-solution G-tickets features
- Ticket and incident management: add, edit and delete
- Account and contact management
- Creation and management of knowledge bases
- Management of service level agreements (SLA)
- Email alerts and notifications for incidents
- Status management (open, in progress, pending, closed, archived...)
- Ticket history management
- Role management
- Group management
- Access privilege management
- Comment management
- Urgency level management
- Category and subcategory management
- Intervention level management
- Public ticket submission interface without authentication
- Automatic conversion of HTML emails to text to improve searches
- User management
- Priority management
- Sending tickets by email
- Access privilege management
- Reporting and statistics
- API for connecting with other systems
Avantages de G-tickets
- Easy integration with the information system through web services
- Support for your project from A to Z
- A proven, customizable open-source solution
- Time savings in processing, sharing and searching your documents
- Direct savings (archiving costs, consumables, etc.) and indirect savings (late payment penalties, etc.)
- Reliable, high-quality SaaS hosting
Offre SAAS G-tickets
- High-end hosting on a dedicated virtual machine (VM) 24/7
- 99.9% guaranteed availability
- 7 days a week
- Guaranteed bandwidth
- Guaranteed response and recovery times
- Daily backup with 1-month retention
- Secure Cloud Hosting
On-premise offer
Benefits:
- Ready-to-use solution adapted to SME needs
- A service specifically designed for SMEs
- Web solution that integrates easily into an IS
- Hosting handled by your teams
- Ready-to-use, easily configurable platform
- Cost-effective solution managed in-house
- Phone support or on-site visits from an E-solution specialist
- Day-to-day support for administration and operations
