REQUESTS

The customer is satisfied when their REQUESTS are fulfilled with quality and on time. You will profit if you can do it efficiently.

All requests at your fingertips

A clear list of requests with the option of advanced searching and filtering. Quick access to editing a request. An export to XLS function.

The ‘Priority view’ function

Activate Priority view and you will immediately know which requests are awaiting a response and which are past the completion deadline. Advanced searching and filtering of requests is a matter of course.

EFFICIENT REQUEST MANAGEMENT

Working with a request is fine-tuned based on the best criterion – according to the requests of those who use CDESK. The system is set up to lead to efficiency. At the same time, it gives room for modifications.

Exactly the data you need

If CDESK does not contain an item you need when managing requests, you can add it via the Optional properties function.

You can also define your own rules for generating requests (the Regular requests function) and your own templates (the Catalogue of requests function).

In other words, complexity and flexibility.

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DEALS

CDESK puts in your hands clear, flexible and field-proven tools for professional deal management.

Complete management of a deal from A to Z

Registering the deal. Planning its implementation with a cost estimate. Splitting tasks and tracking fulfilments. Recording related processes, documents and files. Precise reports and hassle-free invoicing. And on top of that, finally the order and overview you have always dreamed of.

Costs under control

Activate Priority view and you will instantly know which requests are waiting for a response and which are past their completion deadline. Advanced searching and filtering of requests is, of course, a matter of course.

YOU GET WHAT YOU PAY FOR

The customer must always know exactly what they are paying for. CDESK gives you the tools to show them. Clearly and credibly.

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FULFILMENTS

Record work and collect money for it.

Who, what, when and how

Get an overview of how your staff are utilised. As simply or as comprehensively as you need.

Uninvoiced work does not pay!

Easily create invoices with a precise breakdown of work. To fulfilments you can record used material, delivered goods, transport costs and even parking fees.

Completeness, accuracy, transparency. For you and, crucially, for your customers. With CDESK it will not happen that you forget to invoice some fulfilment, and it also reduces the risk of an invoice being rejected.

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ADDRESS BOOK

Someone wise once said that information means power. CDESK opens up the possibilities for you to make use of that.

Even shoe size…

You yourself decide what and in what structure you want to record for your contacts. Preferred restaurants, strengths and weaknesses, birthdays or even shoe sizes… Without limits.

A source of competitive advantage

System and order in the Address Book of contacts is a conditio sine qua non, that is, the basic condition without which your communication will not be competitive. However, the Address Book module goes further. In addition to flexibility in what you record, CDESK creates the conditions for effective use of this information, thanks to the linking of the Address Book with the other modules of the system.

Information means power. High-quality processing of contact data can therefore be a source of your competitive advantage. A classic address book in Excel cannot give you this…

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CONFIGURATION DATABASE, CMDB

Recording of all objects in a user-configurable database.

A powerful tool of high value

Creating a complete database of a company’s objects, with all the necessary details and relationships, is a tough nut even for a team of IT specialists. Even if they manage it, it can easily happen that the structure will soon need adjustments, with new types of objects or new data being added. All of this makes programming a quality database an expensive and time-consuming affair.

The second option is to use CDESK, which offers you a configuration database (Configuration Management Database – CMDB) that meets the above criteria.

All objects at your fingertips. In as much detail as you need.

The CMDB is an advanced record of all the objects through which you provide your services. Objects, wherever they are located, are at your fingertips – computers, machines, any devices, buildings, branches, workplaces and everything else. Together with documentation, contracts, repair history and other information you want to record about the objects. In addition, you can link objects to other elements of your business – requests, work planning, SLA/SLO, etc.

Design your database to measure

A unique strength of the CDESK configuration database is its flexibility. No restrictions to predefined templates and pre-programmed fields. You have the option to create your own groups and types of objects, your own fields. You can set permissions, manage SLA and SLO, separately for each group or type of objects. And all of this without any programming knowledge.

Without a database specialist, you can thus create a data structure tailored precisely to your company. That is the power that makes CDESK exceptional.

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SLA AND SLO

Set and communicate the deadlines that will speak to the quality of your services.

SLA

SLA (Service Level Agreement) defines the working times and deadlines associated with support – the response deadline, the completion deadline and deadlines for workarounds.

For individual objects or groups in the configuration database, you set specific reaction deadlines. You can define these for each day separately and also separately for non-working days.

SLO

SLO (Service Level Objective) defines parameters for service availability. It is a percentage expression of the minimum availability of a service over a certain period. You can also document the maximum duration of outages and take planned work into account.

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MESSAGE PROCESSING

Have you ever dreamed of automatically processing your mail? Move up to a higher level of message management with CDESK.

All messages in one place

The basic function of the Message Processing module is an organised list of emails – whether from customers or from your employees. You do not have to check multiple mailboxes; you have them all clearly displayed in one place.

THE MAGIC OF AUTOMATION

CDESK gives you far more than a classic e-mail client. Its key benefit is automation, which will save you a heap of precious time.

Just as you command…

First you set the criteria that the system will use to automatically sort messages. Then you define the actual actions that are to be carried out when the criteria are met.

For example, CDESK can thus automatically create requests or other items based on received emails.

As you can see in the sequence of screens below, the process of creating automation rules is clear and intuitive.

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REPORTING and POWER BI

Reporting directly in CDESK

Evaluate information from CDESK. You can export data from lists into an Excel report with just one click.

CDESK also contains preset .pdf reports, which are constantly being expanded.

If you need to report more complex statistical data, the separate Reports module makes this possible.

POWER BI – a reporting tool usable across all CDESK modules

Connect to CDESK via the API and create your reports using Microsoft Power BI. You can create them easily on the basis of the freely accessible sample model .pbix, where you will find samples of numerous graphs and pre-prepared data for display.

Forms and reports exactly as you need them

If you need your own form created on a particular action, such as creating a service protocol when closing a request, CDESK provides support for running your own report-building tool on these actions. Data exchange is carried out via the API. Creating the report can be handled entirely by our team, or we will provide you with assistance in building this solution.

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BILLING

The bogeyman called billing

Sometimes all it takes is a good idea. A good idea that, using hard-won resources, invested effort and perhaps sleepless nights, you bring to reality. The idea becomes a firm, a company, a product, whatever it is you have worked on for a long time and are proud of the result. For your diligence to make sense, you start providing your product or your services to people, your future customers. After all, that was your intention from the beginning.

Providing services runs into one reality that may not please many – billing. Many imagine billing and creating invoices as an endless list of numbers and abbreviations that at first glance may not make sense. What if we offered you a simple solution?

How does billing work in the CDESK system?

Billing and invoicing are necessary parts of providing services. You record your hours worked, transport, used material, and that on paper, in a notebook, in Excel, in various places that do not handle your information productively. CDESK lets you have all the information in one place, where you can link it together and use its full potential.

CDESK is a portal based on a ticketing system. A ticket – or, put another way, your slip, chit, request, task – is the basis of the entire process. You can receive it from a client or, conversely, assign it to your employee. Several operations can be performed in a ticket, and in this article we will focus primarily on the “Fulfilments” tab.

“Fulfilments” represent one of the benefits of the CDESK portal. It is an option thanks to which you can record into your ticket the work carried out, and in fact everything that happened on the given request. You set the name of the request, the company, the fulfilment text, the assignee, the start and end time of the work, whether transport was used during the fulfilment and so on. An important part of a fulfilment is defining the accounting item, which serves to transfer the work carried out into the economic dimension. It is precisely this step that prevents the lengthy administration and possible careless errors that are part of ordinary billing. Accounting items represent the ways of paying for work carried out. Specifically, these are a flat rate, work at an hourly rate, work at a unit price or unbilled work and transport.

Deals as a space for billing

“Deals” sit above tickets (requests) and fulfilments. In this part we find all the necessary settings related to billing. In the billing tab we can define fields such as accounting units (that is, the person or company that will issue the invoice), accounting currencies, VAT rates, accounting documents (whether it is a piece, an hour, grams, a constant symbol or a variable symbol), commitment, invoicing interval, billing according to contracts, work and flat rates, transport rates and stock documents attached directly to the deal.

“Billing according to contracts” serves for billing regularly invoiced charges. An example of this billing method is CDESK itself, because the licence is paid in regular intervals.

“Work and flat rates” create space for defining individual accounting items, which are divided according to the type of work (hourly rate, action at a unit price, flat rate, fixed-price charge, unbilled work and transport) and we can also assign to them the number of prepaid hours, prices for work and so on. CDESK allows you to see all the necessary invoicing information clearly in one place, such as flat-rate usage, the amount and type of work carried out for the customer, the amount of invoicing for the given month or the flat rate being exceeded.

We come back to the beginning again

After completing the previous operations, we come back again to our tickets, requests. At this stage, all that needs to be added to it is the name of the company whose request we are entering, and the deal we created, in which we can record the aforementioned fulfilment of work.

In the list of invoices in preparation we find an overview of all the operations that were carried out for the customer. From an invoice in preparation a tax document is created, that is, a physical invoice, and likewise also attachments, one of which can be, for example, a detailed breakdown of the work for the invoice. Another list, this time the list of issued invoices, allows us to select whatever document is currently needed (whether a work breakdown, a usage export, etc.). In short, all the items you define in a given month, CDESK stores and can use as the basis for invoicing.

What follows from this?

Sometimes all it takes is a good idea to create what you desire, but a good system of administrative work and billing keeps it going in the long run. CDESK makes work easier, saves time, professionalises your performance, makes administration clearer, helps you avoid mistakes. To improve work performance, it is enough to improve the system that supports it.

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APPROVAL

Approval processes for requests, offers and leave. Without doubts.

I approve, you approve, we approve

CDESK puts in your hands an efficient tool for swift and transparent approval of requests, offers or leave requests. Every single decision is properly documented in the system. Without misunderstandings, without delays.

For every scenario and every cast

Individual approval processes often differ and are not always simple. CDESK takes this into account and gives you room for various alternative scenarios. Approval can take place sequentially or in parallel, you can define the minimum required number of approvals and so on. With a system whose motto is flexibility, however, this is no surprise.

A transparent process

For a company to function efficiently, it is essential that approval processes run transparently. This means:

• => a clear role for each approver in the process
• => precisely defined criteria for the outcome of the approval (the decision)
• => perfectly handled communication – immediately informing all involved parties about the progress of the approval process and about the final decision.

CDESK creates the conditions for all the criteria stated above.

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MOBILE APP

Ready for action, wherever you are.

Thanks to the mobile app, you always have your data with you. This option will be appreciated especially by people working in the field. The mobile app will help you with carrying out and recording work, because you can access the necessary information directly on your smartphone or tablet.

Even without the internet

The mobile app works offline too. After reconnecting to the internet, it automatically synchronises with all users of the system.

The app is supported on Android and iOS.

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STOCK

When you provide services that require the issuing of goods or material, you will appreciate the stock module in CDESK. The Stock module can be used in two modes. Straightforwardly, just for issues, without tracking the remaining balance, or with greater administrative rigour, where you track the actual balances. 

Thanks to the option of connecting CDESK with an ERP, you can make use of the stock functions with even greater benefit. By transferring stock cards from the ERP and the stock documents you create into the ERP, you eliminate unnecessary manual work. 

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BOOKING MODULE

Avoid misunderstandings with bookings.

The Booking module lets you create bookings for any objects within the company. It is accessible both to your employees and to your customers.

Working with bookings is made easier by the option of sorting them into categories that you create yourself. You can also define your own booking items. Effective and flexible.

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TASKS

Planning your duties. Fast, simple, efficient.

Simplicity

In CDESK, tasks can exist as standalone items or as part of requests or deals, which they thus effectively break down into smaller, simple activities. The philosophy of simplicity is also reflected in the very design of the task system – minimising options and displaying only those fields that you need at any given moment.

Without limitations

When we talk about simplicity in CDESK, it is never simplicity in the sense of limiting flexibility. With Tasks, you can therefore record fulfilments, set a group as the assignee, and add helper assignees. Build your system to be as complex as suits you.

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NOTICEBOARD AND ANNOUNCEMENTS

NOTICEBOARD

All the information for your employees. In one place.

The Noticeboard represents your company’s information hub. It brings every user, in a visible place, exactly the information that is important to them at any given moment.

Posts on the Noticeboard can be addressed to assignees or operators and organised into folders. Content on the noticeboard has unlimited time validity, but the author of a post can delete it. It goes without saying that you can see whether and when the recipient read the announcement.

Announcements

Your company’s notice board.

Announcements are intended for all your staff as well as your customers. They are displayed directly on the Home Overview so that no one misses anything important.

Announcements can be sorted into clear categories that you create yourself. An important announcement can be displayed with priority.

Unlike the Noticeboard module, messages in Announcements can have a limited time validity.

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DESKTOP APPLICATION

Operational work on a large computer.

Thanks to the desktop application, your work will be more efficient. We put a lot of effort into enabling you to carry out all routine operations as quickly as possible. What’s more, it can also work offline.

TIP: If some of your staff are able to cover most of their work with the desktop application and minimal web access, you can save money. For such staff you can purchase the cost-effective CDESK Silver licence.

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CONNECTORS

CDESK contains components that broker connections with other software services and thus suitably extend its functionality – from basic system services for access authentication through to integration with applications. 

Functionality in a few clicks

The following connectors are currently available: 

Access authentication – verifying access to CDESK via external services. Some of them add automatic creation of CDESK accounts, assignment into groups for permission management, and hierarchies of superiors. The following access authentication methods are available.  

• Active Directory  / LDAP 
• Single Sign On (SSO ADFS)
• Azure Active Directory  

Services for improving CDESK’s internal functionality

• SMS gateways – sending SMS from CDESK via your chosen provider
• FinStat – adding company data when creating new records, checking payment discipline towards state institutions and the financial health of the company. 
• Exchange – displaying deadlines from CDESK in the Outlook calendar. 

Integrations with applications

• JIRA – integration with a project tool (projects, issues, worklog) 
• Money S4/S5 – integration with an ERP system (directory, purchase orders, stock cards, invoices)
• ABRA – integration with an ERP system (directory, purchase orders, stock cards, invoices)
• SCCM – import and update of the list of computers from SCCM into CDESK.
• DOAS – integration with software for the sale and servicing of cars (directory)

Integration with third-party services

• Securiton PCO – 24/7 processing of reports from CDESK and CM at the central monitoring station operated by SECURITON Servis. 

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CALENDAR

An overview of all deadlines. Interactive.

The Calendar module is an effective tool for planning work. It gives you a perfect overview of activities over time, with the option of breaking them down by individual assignees. It displays requests and the expected completion deadlines of tasks, deals, bookings and leave. It creates the conditions for missed deadlines to become a thing of the past.

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WORK ORDERS

A managed course of request implementation. Efficiently.

Divide (the work) and rule

Work orders are an effective tool for dividing work across individual requests. They precisely define the operations that need to be carried out to fulfil a given request.

SLA

A work order, unlike Tasks, affects the calculation of SLA.

Efficient management

Orders can be sorted, their visibility managed, and more parameters recorded that serve for evaluation. Since a work order is firmly linked to a request, some activities can be automated. You can also add any object from the Configuration database to work orders and thereby track work on that object.

Work orders are ideal for resolving requests in which several staff members take part. Thanks to the order-sequencing function, a worker sees their assignment only once the preceding work orders are completed and they thus meet the conditions to start their work.

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PRICE LISTS

Invaluable price creation.

No compromises

The Price Lists module covers all items and services that require price creation. It is divided into three parts: Service price lists, the Labour price list and the Transport price list. You can select items from the Price List when creating new Deals and Fulfilments.

Service price lists

Here you record the prices of the services you provide. This can be a single service or several services grouped into one package. Your customers will surely also appreciate the option of various types of discounts that you can assign to services.

Labour price list

In this price list you set the price of the work that the customer orders from you. You record the work at an hourly rate, at a rate per unit or in the form of a flat rate.

Transport price list

This price list provides an overview of the prices associated with transport. You can create them separately for each customer.

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CM IT MONITORING INTEGRATION

Integration with Customer Monitor is a suitable choice for IT companies providing IT services, but also for companies that, in addition to communication processes, want to capture the monitoring and management of IT infrastructure and equipment.

Complete records in a single place

Computers and devices recorded in Customer Monitor are transferred into the object records in CDESK (into the CMDB). This makes it possible to keep complete records with all the necessary parameters. 

Fast request entry and instant remote access to the computer – Easyclick

Thanks to the link between CDESK and a computer registered in Customer Monitor, you gain two useful functions at once. 

For the end user, this is fast and convenient entry of Easyclick requests. 

For the technician, it is the simplification of remote access to the computer directly from an Easyclick request.   

Automatic creation of requests from faults

Submit faults that arise in the IT infrastructure for resolution as soon as possible and track the progress of the resolution. In CDESK with CM you achieve this through the automatic creation of requests for the faults that arise. You can also document an already-resolved fault by entering a request manually.

Reduced management demands 

Integration with Customer Monitor also reduces management demands. From the administrator’s point of view, only one system (environment) and one configuration are managed.  

You can find more information about the Customer Monitor software on the home page. 

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PLANNED WORK

Have you just felt a server outage you weren’t prepared for? Did you learn, to your horror, that it was planned?

If you were using the CDESK Planned Work module, nothing of the sort would have to happen to you. The Planned Work module provides an overview of planned work, informs the people affected, and records actual outages. You gain a means of informing your customers in good time and avoiding unpleasant surprises. You can also demonstrate that you are ensuring the agreed service availability over the long term.

How you find out about planned work

Notification within the portal is provided by the interlinked Announcements module, a widget on the Home Overview and email notification. Thanks to this, users will be informed in good time about important work.

 Document your reliability

Show that you completed the planned work on time, or even if you overran something, CDESK will calculate for you whether you are still meeting the contractual conditions. The ideal approach is to plan work over objects in the configuration database. That way you get reports straightforwardly, with calculated availabilities that you can present to the customer.

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CONTRACTS

Good contracts make good friends

Clara pacta, boni amici

Do you provide services based on regular fees? Do you let customers use various kinds of discounts? Do you have services tied to contractual partners? The Contracts module brings order and precision to this complexity. Clearly defined rules of cooperation, no unpleasant surprises for customers. Those are the right preconditions for your cash register to be happy too…

The difference is in the details

A missing item, any incorrect piece of data, an unclear wording. Every little thing in a contract can turn a successful deal into a fiasco. CDESK handles contracts in a way that, while it will not guarantee your infallibility, will significantly help it along.

The basis is freedom in the parameters that contracts can contain.  For each customer you can define specific contractual rules, e.g. contractual penalties. Integration with the Configuration database and Price Lists speeds up the work and helps prevent errors.

Automatic billing

Billing of contracts is a key element for your cash flow. It will help you considerably that CDESK can bill contracts automatically. You just set the time and the method. Simple.

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CUSTOM FIELDS

Customise the forms in CDESK to suit your needs. Easily.

I’m missing a field…

CDESK does not limit you to using only the fields in the forms that you find after installing the system. Thanks to Custom Fields you can easily add the properties and code lists you need.

You have a choice

The Custom Fields module offers a wide range of value types to choose from – text, number, date, checkbox, hyperlink, selection field, conditional display… What’s more, you decide yourself which items are mandatory.

Pre-filled lists of values (code lists) can be created by you yourself or can be populated automatically from existing records in the system – e.g. from the Configuration database CMDB or from the Users module. CDESK also offers the option of setting a default value in a code list.

We can handle complex cases too

A unique advantage of CDESK is the ability to combine different value types and set the visibility of values depending on others (conditional display). It is simple and incredibly practical.

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KNOWLEDGE BASE

Recording and sharing know-how between designated people. The genome and memory of your company.

Register of insights and solutions

In the event of an incident or any problem, the user will no longer have to painstakingly search for a solution. In the knowledge base they will quickly find all available solutions, accumulated knowledge and experience, guides and manuals. Don’t waste time on needless searching, don’t start over, don’t reinvent the wheel.

You can also selectively make information from the knowledge base available to your customers.

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API – AUTOMATION WITH CDESK

The API in CDESK lets you handle almost everything you can do via the frontend. You can read out any data, create any object, change a status, shift a date on any of the items. This ranks CDESK among advanced software with an open interface for communicating with other software, for bulk loading of data, and for adding functionality to suit your processes.

What is it good for…

Creating protocols and reports according to your own design and processes.

Processing stored data and emails received in CDESK according to your rules. This can be used to integrate with other helpdesks. Processing messages from monitoring software and other notifications, based on which a certain action is carried out in CDESK – for example, creating a request to onboard an employee.

Import and synchronisation of data from your databases and software into CDESK. The API is also used to feed data into Power BI models.

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SHOPPING LIST

A less formal, flexible record of purchases.

The Shopping List module is a digital counterpart of the traditional shopping list, without the risk of loss or deletion. The goal is to have goods purchased on time and at minimal cost. This allows you to complete tasks within agreed deadlines and efficiently.

Get rid of bad suppliers

Your company will only prosper if you work with reputable suppliers. More precisely, with the very best. For this purpose, CDESK gives you a tool in the form of a supplier rating system. You will be able to identify problematic business partners, see their shortcomings and, where appropriate, give them a yellow or red card.

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LINKING MULTIPLE CDESKS

We are currently preparing this functionality for you.

If you provide services to a customer who already uses CDESK, or is considering it, mutual communication will be simplified by linking these systems. Each party works in its own CDESK, where they carry out actions as if they were in the counterparty’s environment.

The upcoming functionality handles interactive data exchange in the following scenarios:

• Creating a request from the customer at the supplier.
• Discussion between the supplier and the customer.
• Presenting offers to the customer and approval.
• Testing of the request by the customer.
• Acceptance / rejection of the request closure by the customer.

The customer and supplier can set up the configuration both ways, i.e. one time one party may be the customer and the next time the supplier.

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OFFERS

Without a quality offer you can lose a customer before they ever taste the quality of your products.

In the beginning there was…

The offer. Whether it’s a new customer or your loyal “regular”, quality communication of offers is the foundation of good business. On your side, you always need to know to whom, what and when you offered something, who is handling that offer and what stage it is at. The customer must receive a clear, factually correct and good-looking offer that they can respond to as simply as possible.

CDESK provides you with quality offer management that helps turn the above requirements into reality.

Approval of offers

The system records both the offers you have issued and the offers you have received from your suppliers.

In the first case you will use the “customer acceptance” function. The customer can approve or reject your offer directly in the system. There is also space for discussion and comments. Speed, transparency, effective communication.

Offers from your suppliers can likewise be approved directly in the system. If you want to guard against wasting money, you can grant the relevant permission only to selected managers.

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LEAVE AND SUBSTITUTIONS

Recording of time off. With substitution.

CDESK lets you record any type of “time off” you need – leave, training, sick leave, doctor’s visits and so on. Tracking the remaining leave balance is a matter of course.

Thanks to the option of multi-tier approval, you gain unerring control over the allocation of time off.

Need to be covered?

Substitution provides the ability to transfer permissions from one operator to the substitute. Quickly, transparently, without unnecessary administration.

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Home overview

Requests to resolve, a quick overview of announcements, newly planned work … On the Home overview you will find everything you need. 

The Home overview uses widgets to provide an overview of important information that requires action. You set up yourself which widgets will be placed on this page and, at your own discretion, choose their size and layout. 

You can also preset widgets in bulk for other users.

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Scoreboard

Thanks to the Scoreboard you keep an overview of everything. On a single screen it shows a numerical overview of the number of request and work order records. 

On a single screen, the Scoreboard gives you a view in the numerical data you need to see. This may be the amount of open or completed work, tasks assigned to teams, or complained-about requests. You create the view yourself by choosing criteria to the full extent.

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DMS

Simple recording of attachments and documents (Document Management System)

You no longer have to search for email attachments in your messages. CDESK gathers them in one place, in the DMS module (Document Management System). At the same time it organises them efficiently – sorting them by customer and by object type, for example request, deal or fulfilment.

Each user can also add their own attachments to this archive that do not come from messages.

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CDESK OUTLOOK PLUGIN

Operators in particular run into the situation where they receive an email in their Outlook containing important information from which a request or task needs to be created, or a discussion post added to a request. With the CDESK Outlook Plugin connector they can do it in just a few clicks. 

 CDESK and Microsoft Outlook 

The CDESK Outlook Plugin makes it possible to create requests, tasks and discussion posts directly from an email in Microsoft Outlook. This component is not limited to just one CDESK account; you can connect to several CDESKs at once.

OVERVIEW OF SUBMITTED RECORDS

Through the Outlook Plugin you not only create records, but you can also view their overview relating to the given email. Thanks to this you will have an overview of what is already being handled and what you have not yet submitted. 

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