SUNFISH WORKPLAZE INTERNAL HELPDESK

Your solutions to seamless communication and building a supportive workplace.
Give your employees a go-to place to resolve their problems, get the support they need, and find the answers to their questions.

The Power of an Internal Helpdesk

The SunFish Workplaze Helpdesk is a mini-app that provides problem-havers and problem-solvers with an instant connection and direct line of communication to collaborate on solving problems. It is easy, quick, and transparent, safe and secure.

Key Functionalities

Focused on simplicity, coherence and efficiencies, the Workplaze Helpdesk encompasses the following to tools for harmonious end-to-end employee support and a good internal service experience:

Upon entering the Helpdesk, employees access a searchable repository of FAQs and helpful resources, neatly arranged in categories. This empowers them to self-serve first and find answers to simple questions in just a few clicks.
Every employee in the company can submit questions or requests online, allowing for clear communication, progress tracking, and case prioritization. This efficient inquiry management speeds up problem resolution but also boosts the overall productivity
Helpdesk administrators can direct inquiries to the most suitable department and even colleagues. The assignment function ensures not only fast and accurate responses to employee requests but also a fair distribution of support workload across departments.
The built-in chat function enables open and direct communication, fostering a quick problem resolution, good relationships, and a transparent record of actions taken. That in turn lays the foundation for a good user experience for all involved.

Workplaze Helpdesk features a “Promote to FAQ” function that allows administrators to add recurring questions to the knowledge library. This well-documented and organized data base empowers employees to find answers independently and reduces the burden on support teams.

Workplaze Helpdesk incorporates a satisfaction ranking. At the end of the ticket closing, the requester can provide feedback through a satisfaction ranking. Rating the experience of each particular case allows conclusions regarding the performance and identifies improvement areas.
Regular monitoring and tracking of response and resolution time along with employee satisfaction provide insight into the overall Helpdesk performance and bottlenecks. Moreover, analyzing trending issues, leaders can identify and resolve broader issues across the organizations, enabling proactively improvements.

Thrive with SunFish Workplaze Helpdesk by understanding your strengths and weaknesses

The Workplaze Helpdesk presents a pragmatic solution to collect, track, and monitor issues in a common place. For employees, it is a direct access to get answers and support; for organizations, it is an actionable feedback hub that becomes a conduit for adjustments and improvements that helps them create a more productive and positive work environment where employees feel empowered and supported.

Helps Employees

The Workplaze Helpdesk app is straight-forward: inquiry – assignment to the right person – collaboration until the end with status updates and satisfaction rating. It’s effortless, transparent, and with minimal disruption to your workday.
Timely problem solving equals happy employees. Inquiries are tracked in one platform incl. status updates, action reminders, and bottleneck alerts. The service experience ranking, additionally, gives employees a great feedback opportunity that helps teams to stay on top of their performance.
Effortless interaction between employees and teams for collaborative problem clarification and resolution. Through the app, this can be done at any time, from any location, making it a great tool for hybrid and remote work scenarios.
Enables the creation of an extensive knowledge and reference library of articles, company policies, guidelines, tutorials, FAQs, and resources that is accessible 24/7. New and old employees alike can self-serve first to find the answers they seek or to educate themselves.

Helps Organizations

Eliminates lengthy, unnecessary conversations or unwanted cc’s of support emails. Support happens online on a commonly accessed platform where all collaborators can check the progress anytime, with minimal effort and time.
Empowers faster support by automating routine tasks. Users can create workflows, assignments, and rule-based action triggers from a user-friendly interface. Promoting similar questions to the FAQ library avoids repetitively answering questions, saving time and effort.
New hires often have many questions and need support. The Helpdesk streamlines the process of issue reporting and resolution for new employees, allowing them to focus on their core tasks.
Provides insight into support performances in real-time. From number of tickets reported to service satisfaction – the embedded analytics ensure tickets are getting solved efficiently and timely. Similarly, the data will also identify areas of improvement down to individual team members.

Take a quick tour through our Helpdesk Feature

Helpdesk Tutorial Video

Helpdesk Tutorial Video

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