Helpdesk with knowledgebase

The demarcation between the EcholoN Ticket System, the EcholoN Helpdesk and the EcholoN Service Desk is rather subtle and lies in the details.

The EcholoN helpdesk software has its focus on internal IT with user support and also full support for external customer support. Thus, EcholoN is the IT department's interface to its colleagues and, at the same time, the helpdesk team's central point of contact to the customer. EcholoN can be used in any type of company, from small or medium-sized service providers, trading companies or machine and plant manufacturers to large corporations.

Organisationally, it is ensured in the user and customer service that contact for support tasks is always made via the central help desk solution, because it is the link to the specialists. It carries out the so-called "first level support". Unbureaucratic support and speed are in the foreground here.

The primary goal is to maintain the business processes. The EcholoN Help Desk software is the optimal support for employees and customers.

"He who sees a need and waits to be asked for help is as unkind as if he had refused it." Dante Alighieri

Helpdesk software with ticket system and knowledge database (KNB)

General understanding of tasks in the helpdesk

The focus is on resuming the business process. The cause is rectified after work can continue.

Example: A printer does not have to be "sent in" immediately, but can be used as a "workaround" to continue printing by assigning a different printer.

The help desk is a service provider within the company and demonstrates its importance in the business process by responding quickly and solving problems. For this reason, help desk software should include basic functions such as ticketing, CRM, self-service and more. As a web-based helpdesk solution with modules and extensions, EcholoN offers everything you need for first-class customer service.

Possible organization in the help desk


EcholoN - Helpdesk Software with Knowledgebase - Possible Organization in the Helpdesk

Quick assumptions of support requests

  • The enquirer is recognised directly. All IT services used (workstation, printer, applications) are known through a connection to the inventory solution.
  • Questions about existing support requests are answered quickly. Forwarding to the specialist colleague takes place directly.
  • Requests are recorded via a logically structured dialogue that leads through the entire recording process.
  • Incoming customer e-mails in the inbox are processed into a case (ticket creation). All contents, such as embedded screenshots or attachments, are transferred to this process. This way, no information can get lost. The same happens with support requests via the service portal with the selfhelp, the incoming phone call or the chat - request from the live chat. All primary communication channels are automatically handled in standard and real time (integration of live chats). The processing of a ticket is also reflected in the ticket history. Depending on requirements, entries in the ticket history are differentiated between public and non-public. Ticket management is carried out in clear dashboards that are managed via roles.
  • The enquirer automatically receives the summary of his enquiry and corresponding notifications in an email, in the customer portal. Chats are playing an increasingly important role in direct customer service, enabling you to quickly improve customer satisfaction.
  • The enquirer is automatically informed about the developments of his process.
  • Already solved cases and the integrated knowledge database support the analysis and the search for solutions.
  • Forwarding and tracking: If the enquiry is passed on to the "second level", the service desk is the link and it continues to be responsible for tracking.

Helpdesk Reports

EcholoN is not only powerful and can increase customer loyalty. Through various analysis functions, important key figures can also be read out, which can be important for the optimisation of your business processes.

  • Initial Solution Rate: The Helpdesk should be able to solve about 80% of requests in such a manner that the business process is not disrupted further.
  • Information base for proactive handling: The help desk accumulates all relevant data to detect changes and threats to the core business at an early stage and avert them from the company.
  • Meaningful reporting provides information about achieving your own goals (KPI).

Reasons for the EcholoN Helpdesk solution

Adaptability to the specific needs of your company

Define your own time schedules on the basis of priority or an…

Define your own time schedules on the basis of priority or an internal supplementary contract (OLA). The intelligent notification scheme warns when free definable times are reached. Thus, your individual interests can be attained.

Building a multi-level support

The Helpdesk can be structured over three levels. The first level…

The Helpdesk can be structured over three levels. The first level support has access to the knowledgebase or can pass on its request to the appropriate departmment, the second level. The expertise of the third level / last level team is available through the knowledgebase at all levels.

Reporting and trend analysis

Monitor your KPIs at any time by ad hoc evaluation of your data. Or…

Monitor your KPIs at any time by ad hoc evaluation of your data. Or use the “Good Practice Reports”, of which 60 are included in the delivery package. In addition, the graphic designer helps you to create your own reports.

This allows you to track the performance of your support as well as identify trends and derive action alternatives.

Additional extensions and modules

Integration of third-party systems, such as client management…

Integration of third-party systems, such as client management solutions, monitoring, network management (Nagios, Zappix, or similar) and remote maintenance systems.

For more information, see the Modules and Extensions section.


Knowledgebase and the increase of the initial solution rate

The integrated knowledgebase offers quick and easy solutions. Thus,…

The integrated knowledgebase offers quick and easy solutions. Thus, answers can be given on first contact. Once a ticket has been successfully closed, the solution is available as knowledge (in the knowledgebase).

The EcholoN Knowledgebase (unkempt and well-kept knowledge) enables you and your team to efficiently find solutions to common, recurring or even difficult problems.

Security of your data

The setup is done on servers provided by you. EcholoN adapts to…

The setup is done on servers provided by you. EcholoN adapts to your infrastructure (physical, virtualized or external data center) and supports your security concept. You have full control over your data and they always remain in your hands.

EcholoN Helpdesk Software

The EcholoN Helpdesk solution can be customized at any time according to your requirements. Thus, you can use all the modules and extensions, as well as the EcholoN Ticket System or the comprehensive solution for holistic service management. A small overview with functions - processes and process diagrams can be found under Editions. With an intuitive interface, SLA contracts and more, EcholoN as a help desk tool offers everything that makes up a modern support software based on best practices.

You might also be interested in EcholoN Blog - What is helpdesk software?

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Customer care made easy

With EcholoN, you have several tools at your disposal to answer customer queries quickly and easily. EcholoN has a simple user interface and also offers helpdesk staff with less support experience the possibility to solve customer problems in real time. Answers to frequently asked questions are already available to every staff member in the helpdesk system. In addition, our helpdesk software allows you to adjust and prioritise the status of a ticket at any time. This way, customer calls that require more attention can be highlighted.

Support teams in the IT helpdesk can also benefit from our software. Thanks to numerous automation functions, the efficiency of support staff can be increased many times over. The tool can be easily integrated into the workflow. With built-in ITIL best practices, your helpdesk staff can resolve customer issues through existing support channels in no time.

Helpdesk Software - Request a Demo

Do you want to increase customer satisfaction and quickly provide first-class solutions to customer requests? With EcholoN, your support staff manage your customer requests in simple workflows. Increase your team performance and productivity by automating your internal processes. With a self-service portal and knowledge base, nothing stands in the way of customer service efficiency.

Our cloud-based helpdesk software helps your customer service team and customers alike. If you need help, we will be happy to advise you on EcholoN by phone or email.

+49 (4101) 6969-3