HelpDesk is an online intranet/cloud solution to interface customers/users with Operations and Maintenance Teams of Service Providers. It facilitates online registration of complaint or issue, assignment to staff, status tracking and closure.
 

It supports hierarchial roles like Admin, Manager, Supervisor, Engineer/Executive with features for alerts on delays and escalation. It has comprehensive features for reporting that facilitate quantitative evaluation of SLA’s and team/indivdual performance.