Self Service with the Employee Web Portal Overview
TechExcel HelpDesk includes a fully functional, integrated employee web portal for self-service, web-based communication, service/incident requests, and reading company news. The easy-to-navigate web portal gives employees a convenient way to communicate with your IT services and help desk department. The TechExcel Employee Web Portal will improve employee satisfaction and your IT service desk efficiency.
Benefits

Reduce service calls and email volume

Improve service descriptions by using standard submission templates with user defined fields 

Lower communication costs with web based conversations

Increase customer satisfaction with self service features
 
Common Employee Web Portal Activities

 Secure employee login to TechExcel HelpDesk Employee Web Portal

Browse knowledge tree, FAQ pages, or search for keywords

Read urgent IT service announcements or company news

Submit a new service incident or check status on existing incidents 
Communicate with service team via web conversation
 
TechExcel HelpDesk Employee Web Portal Features

 Secure Login Each employee has access to a secure web portal for communicating with IT service teams. TechExcel HelpDesk may be synchronized with LDAP servers to minimize administrative work in maintaining employee information.

Incident Request and Tracking Employees may submit incidents, check the status of incidents, and mark incidents as closed using the web portal. Employees may also attach documents, screenshots, and other information to an incident.
Self Service Knowledgebase and FAQ IT service members organize, publish, and maintain a public knowledgebase that your employees may easily browse and search. Employees may also rank knowledge and submit feedback on articles.
KnowledgeWise Auto-Suggest The optional Auto-Suggest module will automatically suggest relevant help topics to an employee based on a new incident request. KnowledgeWise analyzes the keywords and field choices of an incident or email and presents the employee with relevant knowledge matches.
Web Conversation Employees may communicate with service teams via web conversation as an alternative to phone or email. A complete web conversation history is stored with the related incident.