Helpdesk with knowledgebase

EcholoN Helpdesk is the central platform for the structured recording, processing and tracking of all support and service requests – for IT support, internal helpdesk, customer service or cross-departmental service teams. The solution combines ticketing, workflows, SLA control and communication in a single interface, ensuring fast, transparent and efficient problem solving.

Requests from different channels – chatbot, email, telephone, web forms or self-service portal – are collected centrally, automatically categorised and prioritised according to defined rules. Clearly defined workflows and escalation logic allow processing and response times to be controlled in accordance with service level agreements (SLAs). This measurably reduces response times and ensures that recurring tasks are processed in a process-controlled manner.

The EcholoN helpdesk solution offers powerful functions for assigning, processing and documenting incidents - including status tracking, comment function, priority control, appointment reminders and SLA monitoring. Intuitive dashboards and evaluation options create transparency about open tickets, processing times and bottlenecks, which significantly simplifies the management of support teams.

An integrated self-service enables users and customers to report problems independently, search for solutions or view the status of their enquiries – without the direct help of an employee. This reduces the workload on helpdesk teams and increases service satisfaction.

Thanks to its modular architecture, EcholoN Helpdesk can be seamlessly combined with other service and management modules such as CMDB, knowledge database or field service management and connected to existing system landscapes (CRM, ERP, monitoring tools).

Conclusion: EcholoN Helpdesk offers a professional, process-driven platform for structured support – with efficient workflows, SLA control, self-service functionality and comprehensive transparency across all service processes. It creates the basis for faster solutions, better planning and higher service quality.

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