Helpdesk Support

What is helpdesk support?

Helpdesk support is the process of providing information and support relating to company information as well as information regarding the products and services of the organisation to the end users/customers. Help desk support is the level 1 support provided by any organisation to external clients and may be maintained by the organisation itself or may even be outsourced to external service providers.

Operate your services with reduced costs and increased customer satisfaction

Bloom adapts to the needs of digital businesses (infrastructure or application service providers, software, telecom) to manage multiple customers, contracts and SLAs

Bloom is the hub to build a single solution that covers various customers while protecting the confidentiality essential to every organization.

Designed by experienced IT service professionals, Bloom has been created to manage the complexity of shared infrastructures. Bloom gives you the ability to analyze the impact of an incident or a change on the various services and contracts that you have to fulfil.

Bloom is at the heart of operational activities for service centers. By establishing a single repository shared by all teams, Bloom allows you to define offerings that can fit each customer.

Bloom Satellites offers the ability to synchronize a central control center (your Bloom) with several remote customer instances so to provide them a custom local solution linked with your operations.

Features table

 

Community

Combodo Products

 

Bloom
Community

Bloom
Entry

Bloom
Essential

Bloom
Professional

Custom CMDB

-

-

-

-

Configuration, contact, organization management

-

-

-

-

User request management

-

-

-

-

Incident management

-

-

-

-

Problem management

-

-

-

-

Change management

-

-

-

-

CSV and Excel import/export

-

-

-

-

Data synchronization engine

-

-

-

-

Graphical impact analysis

-

-

-

-

Configurable notifications

-

-

-

-

REST/JSON API

-

-

-

-

Working schedule management

 

-

-

-

Automatic eMail replies

 

-

-

-

Ticket creation and update by eMail

 

 

-

-

Approbation rules

 

 

Simple

Configurable

Pre-canned replies

 

 

 

-

User satisfaction surveys

 

 

 

-

User request templates

 

 

 

-

ITSM Designer - CMDB customization

 

 

-

-

ITSM Designer Pro - Workflows and profiles personnalization

 

 

 

-