Symfoni

• TIL 3-compatible tool for processing of incoming requests
• Internal notifying system for escalation of requests based on matrix for criticality and extent
• Customised for integration towards external invoice system as well as internal case management modules or the like.

Symfoni Request
Symfoni Request is a process system that helps an organisation in handling requests. The system facilitates the prioritising process for the helpdesk, so that requests get the right priority when it comes to order and emergency, as well as allocation of necessary and qualified resources.

Any qualified initiative results in a request. All communication between internal as well as external users and consultants are registered as responses to the request. This means that all the activity around a request is easily accessible in one folder, so that everyone in the organisation has access to, and can be qualified in relation to the status and progression of a request.

E-mail and templates 
In order to make the working day more efficient for IT employees, the product is delivered with a set of reply-templates. This can be the text in e-mails that are sent out automatically on different stages of the process, as well as pre defined texts that prove to have reusable value. The system comes with a few defined templates, and is customized for making more. This way of working secures efficient replies to the users, and ensures a conform manner of dialog to the customers. 

Contracts
Every request from a known contact is checked towards the organisations contract database. In this database all standard contracts are registered, as well as special requirements or contracts a customer may have. It can be contracts on a yearly basis, contracts on a prepaid set of requests, or if the customer is to be invoiced per request. When registering a request, this information is gathered and will right away give the helpdesk the contractual information, regarding invoicing, validity of the contract and the like.

Handling repetitive requests
The system is customized to recognize repetitive requests, even if they are not necessarily related to an exact product, but can a weakness in a feature through out the range of the organisation.

Symfoni Request is also customized for handling feedback across the range in such a manner that it is possible to link a report to several reported requests regarding the function in question.

Integration
Symfoni Request is customized for integration with external invoicing systems, since all information about what, who and when is logged in the system. 

In addition to all this, it is possible to export statistics to MS Office and Open Office for generating diagrams.