Frequently Asked
What is GoodBooks Helpdesk?
GoodBooks Helpdesk is an internal service request and ticket management system designed to help organizations manage HR, IT, Admin, and general support requests in a structured and transparent way, replacing walk-ins, emails, and informal follow-ups with a centralized digital process.
What kind of requests can be managed using GoodBooks Helpdesk?
GoodBooks Helpdesk supports a wide range of internal requests including IT issues such as password resets, Wi-Fi or software problems, hardware and asset-related issues, HR and admin requests, access approvals, and other day-to-day service needs, all managed through configurable service forms and workflows.
Does GoodBooks Helpdesk provide a self-service option for employees?
Yes, the system offers a self-service experience where users are guided through troubleshooting steps before raising a ticket, helping resolve common issues faster while still allowing ticket creation if the problem is not resolved.
How are tickets categorized and tracked?
Tickets are created using structured service forms that capture the nature of the issue, priority level, asset information, and detailed descriptions, enabling accurate categorization, real-time status tracking, and end-to-end visibility throughout the ticket lifecycle.
How does asset tracking work within the Helpdesk?
Tickets can be linked to specific assets such as laptops, printers, or peripherals, with asset data either pulled from the GoodBooks Fixed Asset Management module or maintained directly within the Helpdesk for seamless issue tracking and resolution.
How are tickets assigned and escalated?
Tickets can be assigned manually or through predefined rules, and if a ticket is not acknowledged within the defined time, it is automatically reassigned to ensure timely response, while SLA breaches trigger escalations to maintain service accountability.
How does SLA monitoring work in GoodBooks Helpdesk?
The system continuously tracks response and resolution timelines against defined SLAs, providing visibility into on-track and breached tickets, with dashboards and alerts that help teams stay compliant and improve service performance.
How are technicians and service teams notified?
Once a ticket is raised or updated, notifications are instantly sent via email and WhatsApp to the assigned technician or service team, ensuring prompt awareness and faster response without manual follow-ups.
What is the Technician Console used for?
The Technician Console provides service teams with a real-time view of assigned and available tickets, complete ticket details, asset information, work log entries, communication history, and SLA status, enabling technicians to manage and resolve requests efficiently.
What insights do managers get from the Overall Dashboard?
Managers and department heads get a centralized overview of total tickets, open and resolved cases, SLA performance, and daily activity, along with advanced filtering options to analyze tickets by category, priority, requester, or technician.
Can workflows and service forms be customized?
Yes, organizations can design their own service request forms using a drag-and-drop form builder, configure approval workflows, and reuse parameters across services, allowing the Helpdesk to adapt to unique business processes.