All our operations at Voxel — tickets, installations, deployments… — are handled within Desk Manager. We create reports and indicators to monitor whether we’re improving or not.
We also provide licenses to our clients to help them manage tickets. Every action we take has a defined flow and status, and based on that, operations run smoothly — in a way that you can fully control.
In addition, we have full SLA tracking. The entire inventory system is also integrated. Everything is mapped within Desk Manager. We have control over every item and access to reports that show what’s happening. In the past, for example, we had trouble tracking equipment that was being returned.
We also make strong use of CMDB. Each location is integrated with its Configuration Items (CIs). We control the serial number, category of the equipment on site, when it was installed, where it was purchased… Everything is mapped.
“The TMA to close a request was 10 days, the Select support team showed a huge efficiency gain and ended the year 2020 with a TMA of 2 days – reduced by about 5x!”
Caio Carvalho
Co-founder, Select Automation
“Desk Manager is a tool that can be expanded to the entire company.”
Michel Santiago
IT Specialist, CRM Group
“All requests and management of NESS are done on Desk Manager, daily all partners receive the SLA report and requests in their email inbox.”
Ricardo Esper
CEO, NESS
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