CDESK Easyclick – the best way to enter requests

The combination of CDESK and CM with only the Easyclick function would be only weak assistance for the technicians at Hello IT in efficiently resolving service and support requests.  

By controlling everything from a single web interface, a technician is able to handle most services remotely, on multiple devices at once, and even at several customers simultaneously. This sharply increases their efficiency and ability to serve a higher number of users. 

Systems integrated in this way, the CDESK Service Desk and the CM remote IT monitoring & management tool, allow a technician at Hello IT (historically COM Group) to do the following in a single interface:

1. Work with a client’s request immediately, thanks to an overview of whether the given device is online
2. connect remotely to the client’s screen directly from the request and work on the repair, or immediately open the device detail and have real-time information for quick identification of the source of the problem at the client, especially online information with a record history of up to 6 days
3. automatically keep an up-to-date database of the managed devices at clients
4. prevent failures and be aware of impending problems well in advance thanks to  the configured Watches, the IT guardian angels. Based on defined parameters that are easy to set up using an intuitive wizard, they evaluate the states of the selected parameters, such as running out of space on server storage, processor load in relation to running processes, SMART disk parameters, and dozens of other Watches designed by IT technicians and most commonly used
5. thanks to the ability to bulk-send installations and scripts to remote computers, CM automates and extremely speeds up the technicians’ work and increases comfort for customers
6. CM also has integrated backup tools, however at Hello IT (historically COM Group) they know that, while these are functional, they logically prefer to look for simplicity and speed of use in specialized tools. 

    

CDESK also makes it possible to use the Projects module and Project Deals. This very module is an example of how the active development of the system and informing about new functions motivated Hello IT (historically COM Group) to try out their project management in CDESK.  

This demonstrates not only the efficient development of the system but also confirms the manufacturer’s main idea: to actively develop software with a focus on agendas and processes that tie up human labour. To effectively interconnect these agendas and enable settings that support working processes, provide an overview and a significantly higher level of efficiency.

CDESK Easyclick – The best way to submit requests

The combination of CDESK and CM with just the Easyclick feature would offer only limited assistance to Hello IT technicians in efficiently resolving service and support requests.

With a single web interface, the technician can handle most services remotely, on multiple devices, and even for several clients simultaneously. This greatly enhances their efficiency and ability to serve more users.

With integrated systems like CDESK Service Desk and CM Remote IT Monitoring & Management Tool, Hello IT (formerly COM Group) technicians can:

• Instantly handle a client request with visibility of the device’s online status
• Connect remotely to the client’s screen directly from the request and start troubleshooting, or immediately open device details and access real-time data to identify the issue, including history logs for up to six days
• Automatically maintain an up-to-date database of managed client devices
• Prevent outages by receiving early warnings about potential issues via Watches – IT guardian angels configured via an intuitive wizard, which evaluate parameters such as low server storage space, CPU load with process context, disk SMART parameters, and dozens of other technician-defined alerts
• Use CM’s mass deployment capability to push installations and scripts to remote computers, automating and significantly speeding up technicians’ work while improving customer experience
• Although CM includes backup tools, Hello IT prefers specialised tools for their simplicity and speed despite CM’s functionality

The Projects and Project Deals modules are also available in CDESK. This module is a prime example of how active system development and updates motivated Hello IT to adopt project management within CDESK.

This demonstrates not only the effective system development but also confirms the manufacturer’s key philosophy: to continuously enhance software focused on workflows involving human input, integrate these agendas efficiently, and allow configurations that support functioning processes, improve transparency, and dramatically boost efficiency.

A major strength of the solution, according to Hello IT, is the collaboration with Inova Logic, particularly the opportunity to provide feedback on new features. The company appreciates system optimisations and the responsiveness of technical support.

Recently, COM Group has observed slower system response times during specific actions at certain times. Their extensive, 15-year-old database does not aid agility. The CDESK and CM support team is actively addressing the issue with a set of optimisations, including database clean-ups, API call improvements, more efficient database usage, enhanced table reading, and resource optimisation. The front-end system is gradually being replaced by a more modern technology offering superior performance.

PowerBI reporting and dashboard support is available to assist with managerial decision-making.

CDESK is a powerful and user-friendly tool, and according to Hello IT, it does not matter whether the company using it operates in IT or any other sector. The solution remains transparent and easy to navigate.

Hello IT recommends CDESK to any service-oriented organisation – whether for comprehensive work management or specialised client support – and to anyone needing a structured internal process management tool. The ability to customise the system’s environment is liberating, as it can adapt to existing company processes without requiring significant changes or interventions.