IT Help Desk

IT Help Desk

A flexible IT Help Desk solution for resolving the day-to-day IT tickets faster than ever and keeping pace with the growing expectations of end-users. Get the IT help desk process automated within hours, transform the experience of both support agents and their customers, and improve service quality while dramatically reducing ticket turnaround time, cost and risks.

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Automate. Сustomize. Scale up.

IT help desk is no more just about fixing a known range of issues. Support team has to be ready to address the growing number of issues and challenges, from common password reset to a wide range of issues remote employees can face while using their personal technology for business needs. 

Obviously, it is vital to make sure that your support agents are productive, flexible and handle their activities effectively: easily keep track of ticket statuses, record cases in the knowledge base and get common issues resolved automatically. 

An advanced IT Help Desk solution based on CMW Platform is designed for effortless ticket management, quick help desk automation, keeping up with changes, and adding value to business. Easily create help desk forms, set up smart rules for ticket assignment and further routing, automate help desk notifications, and set up SLAs (Service Level Agreements) KPIs (Key Performance Indicators) without having to code. Moreover, it is totally customizable — you can make your help desk look and work just the way you want it to.

Process-based IT Help Desk system by CMW Lab can grow with your business as your needs change. Start from automating your help desk processes, then implement ITSM (IT service management) best practice framework, easily adjust help desk management tips and succeed with it. Ensure your help desk evolutionize to the Service Desk and scale your service management success to the entire company.

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Key IT Help Desk software features

Support Ticket Submissions

Easily design request forms, re-use them and add new fields when needed.

  • Graphical form builder available via any web browser
  • Intelligent forms and customizable fields
  • Automatic service request verification
  • Changes to forms during process execution
  • Service request data export to MS Word and MS Excel
  • Automatic form optimization for all mobile devices
workflow automation for digital banking

Ready-to-use Help Desk Workflow Template

The cloud-based IT help desk software includes a ready-to-use Help Desk workflow template for quick start.

  • Customizable help desk request form
  • Adjustable workflow template
  • Short handling cycles for common requests
Help Desk workflow template

Automated Help Desk Process

Have a new, automated request handling process up and running within days, not months.

  • User-friendly process builder for easy process automation and maintenance
  • Any number of process steps, both sequential and parallel
  • Timely and accurate request routing and notifications
  • Escalations based on inactivity and due dates
  • Full automation and elimination of error-prone spreadsheets/email process tracking
  • Service catalog with configurable SLA
Help Desk process automation

Ad-Hoc Request Handling

Get advantages of on-the-fly changes to request-forms and automated processes in your Help Desk solutions.

  • Designated alternative task assignees or approvers
  • Manager-driven re-routing
  • Request route by service type, department or any request data
Automated Help Desk workflows

Team Communication and Collaboration

Improve team communication and collaboration thanks to a single work environment.

  • Manage approvals by email or from mobile interface
  • Document and knowledge sharing in work context
  • Out-of-band integration with Outlook, SharePoint and Active Directory
Help Desk team collaboration

Help Desk Process Transparency and Compliance

Identify request management bottlenecks and implement corrective action in time:

  • Complete and up‑to‑date view on all service requests
  • Audit trail of all the processes, form data, and user actions
  • Reports on SLA compliance, efficiency of process overall or for individual service requests
  • Real-time reports and scheduled for distribution when executives need them
Help Desk process transparency

Powerful LOW-CODE IT Help Desk Software you were seeking. Risk-free trial!

What is an IT Help Desk?

When choosing IT Help Desk software that would fit your business and bring tangible benefits, people start from finding answers to simple and important questions like:

A help desk, in the context of IT, is a single point of contact for users to get IT assistance. Other words, help desk a specific department inside the company that is responsible for helping employees with any technical issues. Besides, every software development company sets up a help desk to respond to their customers’ questions and issues. 

In order to deliver high quality service, IT helpdesk support teams usually use technology and support tickets are an important part of this technology when being interactive records of users’ requests. Support tickets make it convenient for a support team to keep track of customer requests resolving processes and prioritize them, allows multiple agents to collaborate on complex issues, and provides an insight into every customer’s service experience — and an IT help desk ticketing software brings it all together.

Powerful LOW-CODE IT Help Desk Software you were seeking. Risk-free trial!

In Cloud & On-premise

In Cloud & On-premise

CMW Lab® provides both on-premise and in Cloud deployment options. Besides, flexible transition between cloud-based workflow solution and on-premise one can be rolled out if needed. Deployment options

API and Integrations

API and Integrations

CMW Lab provides wide workflow integration capabilities.Take advantage of bidirectional integration scenarios, s support for both fine grained, and bulk export operations – all available through Web Services open API’s and built-in enterprise services. Integration capabilities

CMW Mobile Apps


Run your workflow seamlessly on your desktop computer, iOS and Android phone or tablet and enjoy fully consistent user experience.

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