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Hosted Help Desk
A Web 2.0

Outsourced Help Desk

application which requires no downloads or installs. No upfront hardware costs, no hassles of software updates and no long-term commitments.
ByteASSIST is an ITIL based, lean

Support Ticket System

for your help desk team that provides you simpler tools for extending excellent Help Desk Support. A complete private label solution that integrates well with our other outsourced technical support services and plans.

With our Private Label Outsourced Help Desk service, your organization can offer expert, friendly 24x7 technical support without worrying about investing in costly IT infrastructure and training. Our industry certified and experienced help desk support professionals provide you with all the technical support under your brand name.

Either run the help desk to offer your end users a flexible, powerful and private label help desk platform or opt for outsourced Tech support to our experts working 24x7x365 with just one click for all support operations; while maintaining your company’s brand. We remain behind the scene and offer complete transparency in every aspect.

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Cloud Based
Hosted on our cloud servers and offered as a subscription model
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Branding
Custom branding under your corporate identity from admin area
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Business Rules
Configurable SLA rules and escalations to match your organisation’s needs
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Multi-channel
Email parsing, web form, mobiles and tablets – tickets can be raised from anywhere
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Outsource Support
With just one click, signup and engage our technicians to monitor and handle support requests on your help desk
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Live Reports
Dashboards and custom reports giving you all the insight that you need to judge the health of your help desk
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Brand Exposure
Transparently extend your brand and services, reinforcing your presence as the trusted IT support provider
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Satisfaction
Impress your clients with proactive and exceptional customer service
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Integrated
Tightly integrated with ByteNOC, ByteCARE and ByteRESCUE offerings for a complete turn-key support solution
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Savings
Subscription model means no upfront investments in IT infrastructure and licensing
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Outsource
Get access to experienced and certified domain experts – 24x7
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Tools
Includes ticketing system, ticket work flows, rules and automations, knowledge base, dashboards, custom reports and more
None. ByteASSIST is available as a hosted solution (Software As A Service) and so there are no IT infrastructure requirements. We have invested in state-of-the-art hosting for the platform and maintain the same round-the-clock.
Yes, there are many options available when choosing your support desk system but the unique part of ByteASSIST is that it is tightly integrated with our other support and service options. So if you are an MSP company or an SI, reseller offering web hosting or a web design company planning to extend support to your clients, you can achieve your business goal with minimal investments.
It is typically a product or service, where the provider of the service purchases a fully supported product from a company like us and then applies their own brand and identity to it, and sells it as its own product. The purchaser assumes the seller is selling its own product.

The system will keep your company unique to its own brand name. With a basic understanding of the help desk system, you can use ByteASSIST to save your company time and money while extending world-class support to your clients.

Once you have signed up, branded the help desk and announced it to your customers, here is how a typical workflow looks like:

  • A user submits a ticket to your web-based help desk either using the web-interface or by sending an email to the helpdesk-monitored mailbox
  • If you are handling all the support requests then your helpdesk team is notified of a new ticket by email. If you have outsourced your support to us, the NOC team is notified for the same.
  • A support tech takes over the ticket and while doing so he/she tells other support techs that he/she will handle this ticket.
  • Both the support tech and the end user interact and answer each other's questions. All this is done while using the web-interface or by responding to the email notifications.
  • As soon as the issue is resolved, the technician or the user closes the ticket. Optionally the ticket can be posted to the knowledge-base for future reference or can be converted to a knowledge base article.

We have tried to incorporate as many customization features as possible so as to ensure that your company’s brand and identity is maintained. Here are few areas which give a fair idea about the levels of customization:

  • Full branding support to give the support desk the look and feel of your company. Upload your logo, change the theme to your corporate identity, setup support URL, and more.
  • Modify and edit the notification emails to suit your organisation’s requirements
  • Setup and configure default signatures or create individual signatures for your support technicians
  • Configure the SMTP and POP settings to send and receive emails through your mail servers
  • Configure support queues, categories, priorities, escalation matrix, support schedules, business rules and more
  • Customise and configure support queues by levels, categories, locations, assets, etc. You decide who sees what and who handles what
Plans
STARTUP MEDIUM ENTERPRISE
Agent limit 1 5 Unlimited
Pre-defined responses Check Check Check
SLA Management and Escalations Check Check Check
Advanced customization and branding Check Check Check
Knowledgebase management Check Check Check
News and announcements management Check Check Check
Reporting and KPI dashboards Check Check Check
Custom signatures and roles Check Check Check
Customer satisfaction ratings Check Check Check
Outsource NOC support - Check Check
Request Quote
Mail   Free Consultation
Request a free consultation with our experts about your company’s needs and how we can align to save your IT costs.

Clients Speak

Quotes IconThese guys are professional in every possible way. Their technical ability EXCELLENT! Its been more than 2 years with them and they provide superb support, not a single issue unresolved. Two thumbs up! Keep it up fellowQuotes Icon
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Vinay Murarka

Chairman
NetLynx
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