Enterprise Service Desk

Efficiently manage internal customer experience with the flexible and easy-to-use Wolken Enterprise

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Standardize and automate your organization’s internal business operation workflows with Wolken Enterprise. Our user-friendly ITIL compliant and PinkVERIFY™ - certified internal help desk software can manage incidents, service requests, change requests and more across the entire organization – not just IT. Our Enterprise Service Desk Solutions help your support center cater to enterprise-wide support requirements effectively.

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Incident Management

Efficiently resolve any unexpected support issues with our enterprise-class incident management module. Designed to proactively manage the entire life cycle of a service request, our incident management module ensures rapid recovery of systems with minimal operational downtime or financial overheads.


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Change Request Management

Standardize change management processes across your organization. Our module helps agents manage the entire change request management support lifecycle, right from request creation to change implementation. Fulfilling these requests in a timely manner reduces the impact of interruptions.


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Service Request Management

Automatically organize incidents with our service request management module. Our intuitive workflows allow agents to manage service request incidents using features that simplify request approvals, modifications and fulfilment.


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Configuration Management Database (CMDB)

Wolken’s Configuration Management Database (CMDB) is integrated with the incident, service request and change request management modules. This acts as a repository for all Configuration Item (CI) attributes, audit trails, license details and relationships between CIs.


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Task Management

Improve productivity within internal support teams by creating, tracking and assigning tasks to agents within minutes. Wolken’s task management module enables internal support agents to schedule tasks individually or based on a fixed frequency such as daily, monthly or weekly. With this module, agents can also chat, attach files and record their progress on specific tasks.


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Problem Management

The intuitive problem management feature allows you to strategically solve ITIL process issues and puts in place appropriate workarounds and resolutions - reducing the number and impact of incidents over time. The module can be easily integrated with our incident management, change management and configuration management modules.


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Soft Calls Integration

Our IVR integration module – Soft calls allows you to effectively automate customer support, helping you tackle larger call volumes and ensuring that the right agent is on the job, automatically. It supports IVR functionality on the Web browser for Third party Application such as Twilio, CISCO, Knowlarity and Avaya as well.

Learn how Sarvatra integrates all its Merchant / Product line support using Wolken Enterprise Service Desk

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