Helpdesk
Fewer tickets,
more resolution
Intelligent self-service, automated autofix, accelerated diagnostics. Reduce ticket volume by 20 to 40%.
Défiler
Why the Helpdesk stays under pressure
The same tickets come back every week
Issues are already documented, but users do not check the knowledge base.
L1 spends more time understanding than resolving
No context on the ticket, user unreachable, manual diagnosis.
Too many unnecessary escalations
L1 escalates by default. L2 finds a simple issue.
Users wait; IT bears the cost
Wait times, follow-ups, dissatisfaction. The Helpdesk becomes a bottleneck.
No visibility into real problems
KPIs measure flow, not root causes.
easyOptima Helpdesk
Turn your Helpdesk
into a resolution center
Self-service
Users find answers before calling. Chatbot, contextual knowledge base.
Autofix
Recurring issues are fixed automatically, with no human intervention.
Accelerated diagnostics
The ticket arrives with full context. L1 resolves in minutes.
Intelligent self-service
Users help themselves before calling
A chatbot guides users to the solution. The knowledge base is queried automatically based on context detected on the endpoint.
- Chatbot one click away from the workstation
- Contextual search in the knowledge base
- Solutions suggested based on the detected issue
- Ticket-free resolution rate tracked
Automated autofix
Recurring issues disappear
Autofix detects and fixes known issues without human intervention. Silent or guided, it acts before the user picks up the phone.
- Ready-to-run scripts for common issues
- Silent or guided execution depending on context
- Create custom scripts
- Tracking and reporting on automatic fixes
Accelerated diagnostics
The ticket arrives complete; L1 resolves in minutes
Every ticket is enriched automatically with technical context: system metrics, configuration, recent events. L1 has everything needed to act without calling the user back.
- Technical context captured automatically
- Resolution suggestions based on history
- Fewer escalations, fewer back-and-forths
- Resolution time cut by 2x to 4x
Visibility
Spot real problems, not just symptoms
Pulse analyzes fleet trends: crashing apps, problematic configs, recurring pain points. The Helpdesk shifts from reactive to proactive.
- Top issues by frequency and impact
- Trend detection and weak signals
- Alerts on new anomalies
- Factual data for IT steering committees
Impact
What changes in practice
20 to 40% fewer tickets
Self-service and autofix absorb repetitive requests before they reach L1.
Faster resolution
Full context is there from the start. No need to reproduce or call back.
Fewer escalations
L1 has the information to resolve. Unnecessary escalations to L2 drop.
User satisfaction
Faster answers, effective self-service. Users regain confidence in support.
Live in days
Lightweight agent, ready-made analytics. No six-month IT project.
Lower cost per ticket
Less volume, faster resolution, fewer escalations. Average cost drops significantly.
Passez à l'action
Transform your Helpdesk
30 minutes to understand, a pilot to measure.