FASTSERVICE FEATURES

Features Details Description
TICKET MANAGEMENT
Ticket creation web form with only one requested field for rapid data entry
Additional tabs for detailed ticket management
Automatic ticket creation by e-mail
Web and mobile (iOS & Android)
Ticket search
Filter panel
Ticket color coding for quickly identifing ticket states
On demand ticket subscription for e-mail notifying
Selected ticket export
Alert badge for next sla breach
Web and mobile (iOS & Android)
Contract assignement Existing contracts can be searched from the contract database and linked to the ticket
Asset assignement Existing asset can be searched from the asset database, or new asset can be inserted and connected to the ticket
Ticket history Timeline display mode, of all the ticket events: ticket creation, task assignment, activity, message insertion, ticket closing
Tasks assignements Multiple task assignement
Automatic closing of the ticket when all tasks are closed
task assignements to suppliers
Spare parts spare parts management exspected/used
Activities Simple and detailed data entry for the selected ticket
Ticket messages Agents an all persons involved in ticket solving can post messages on their open tickets to communicate with the agents that are solving their request
Ticket notifications Ticket requester and agents are notified on main ticket events.
File attachments You can upload multiple file in every ticket
ACTIVITY MANAGEMENT
Activity creation
Simple and detailed data entry
File attachments
Web and mobile (iOS & Android)
Activity search Activity list with filter panel and search
Planning Each activity can be saved with a future date
Duplication Creation of new activity via duplication of an existing activity
Approval Final accounting and validation of operations carried out, via approval
Export Export in csv format of filtered and/or selected activities
MOBILE APP (iOS & ANDROID)
Account creation Simplified creation of a new customer, to allow the creation and assignment of a new ticket on the fly
Ticket creation Simple creation of a new ticket
Ticket search
Quickly update of assigned ticket list via pull refresh
Card list of assigned task and tickets of the current user
Ticket search of all tickets
Shortcut buttons for quickly write an e-mail or make a call to ticket requester
Detailed view of the ticket informations
Activity creation Simple or detailed data entry
Ticket requester can sign on smartphone the performed activity, to confirm the work done
Selection of expected spares part
Spare part management
Activity view
Card list of performed activities of the current user
Search option of all activities, via customer search
ACCOUNTS Account creation Editing mamangement of accounts
Each account can be classified as customer or supplier
Account search Accounts can be searched via full text search
Branches Each account can be assigned to a parent account, to manage branches of the account and their related contacts
Default agent To improve the efficiency and quality of service, for each account, you can assign a default agent
ASSETS Asset creation Asset management allows you to catalog the products covered by assistance.
Asset search Assets can be searched and filtered via filter panel
RMM connectors Fastservice can be integrated (through custom connectors) to remote management softwares
CONTACTS Contact creation One account, unlimited contacts. Only registered contacts can create valid ticket.
Contact search Contacts can be searched via full text search.
Promote to user Every contact can be promoted to Fastservice user.
SETTINGS Service catalog Configuring services , you can specify , when creating a ticket , type of service provided . Each service may be classified by type , and , if necessary , for a detail
Operation Units Operation units are the teams that provide and manage the service. Each unit , if properly configured , only provides services within its competence. This way, the tickets are dispatched only to people who have the skills to deal with them
Default working times Specify your working time, to manage the level of service. You can also manage flexible hours using SLAs
Holidays Specific holidays of the year to define the days when your service is available
Ticket by mail With this setting you can enable the most powerful function of Fastservice
Ticket states Definition of custom ticket states
Ticket classification Definition of custom classification of ticket
Users Enables the configuration of the system users and application roles
NOTIFICATIONS On ticket events The main events of the ticket ( Creation / Assignment / Closing / Re- opening / Message ) can be configured and activated by e -mail notifications . Each notification is sent to all the actors involved in the ticket
On ticket messages A notification mail can be sent when a new messages is posted on the ticket
SERVICE LEVEL AGREEMENTS (SLA) SLA creation Multiple Service Level Agreements ( SLA ) can be created for each customer.
Custom working times Each SLA can have a custom operation time for the type of service provided and configured according to the working time required by the service coverage
SLA breach alarm In the ticket-list (if SLAs are set) is displayed for each ticket the time remaining to reach the next SLA
DASHBOARD  
10 ITIL metrics provide a quick overview on the quality of the service offered
Search panel for operation unit members
Search panel for customer user
Export
CUSTOMER PORTAL (End-users access) Ticket creation web form with only one requested field for rapid data entry
Automatic ticket creation by e-mail
Ticket search Ticket view is prefiltered for customer logged in
Filter and search panel
Ticket color coding for quickly identifing ticket states
Selected ticket export
Alert badge for next sla breach
Ticket history Timeline display mode, of all the ticket events: ticket creation, task assignment, activity, message insertion, ticket closing
Ticket messages Customers can post messages on their open tickets, to communicate with the agents that are solving their request
Ticket notifications Customers are notified on main ticket events.
Dashboard 10 ITIL metrics provide a quick overview on the quality of the service received
GUEST-USER ACCESS (e.g general requester) Ticket view Single ticket view
Ticket color coding for quickly identifing ticket state
Ticket History Timeline display mode, of all the ticket events: ticket creation, task assignment, activity, message insertion, ticket closing
INTEGRATIONS API To enable other applications or systems to request or send data, Fastservice provides RESTful services. This services may be used for different data integration needs, such as the automatic population of master data
Connectors To deeply integrate with other software, Fastservice provides specific connectors. The connectors are made, on demand, by our software development team
Webhook Fastservice uses the WebHook technology for sending, in synchronous mode, data to external systems. When an event occurs (eg: closure of a ticket), through WebHook, you can send informations to a service at a specified URL