Run better
In short
A project management and helpdesk system organizes work on two fronts: projects, with tasks, owners, schedules, critical path and cost control, and support, with numbered tickets, committed response times and follow-up until closure. Your team and your customers see progress in one place.
Challenges
What's included
Tasks with owners, dependencies and a Gantt chart, with the critical path calculated.
Budget versus actual cost, earned value and an S curve to spot deviations in time.
Comments with mentions, documents, risks and change control on every project.
Every request with a number, priority, category and committed times, with alerts before deadlines.
Customers open tickets, check their status and answer a satisfaction survey when they are closed.
Response times, workload per agent and satisfaction, with export to Excel and PDF.
Key questions
What to know about Projects and helpdesk
It is the sequence of tasks that determines the total duration of the project: if one of them slips, the delivery slips. A system that calculates it from task dependencies shows you where to focus your attention and how much slack each non-critical task has.
An SLA, or service level agreement, defines the maximum times to respond to and resolve a request based on its priority. In a helpdesk every ticket runs on that clock, the team gets alerts before a breach and management measures the compliance rate.
By comparing what was budgeted with what was spent and with the progress made. Earned value management combines those three figures and shows whether the project is over or under budget, and ahead of or behind schedule, while there is still time to correct course.
Comparison
| Aspect | Custom | Off-the-shelf |
|---|---|---|
| Workflow | Your stages, approvals and reports | General templates |
| Costs from payroll and inventory | Actual labor and materials per project | Costs entered by hand |
| Getting started | In phases, starting with what's most urgent | Immediate for small teams |
| Branded portal | Your domain and your identity | The vendor's brand |
| Your data | In your own database | On the vendor's platform |
FAQ
Yes. Through the portal or by email, and they receive a ticket number and notifications at every status change.
Yes. The schedule shows tasks, dependencies and the critical path, and updates when dates or progress change.
Yes. If the customer replies that the problem persists, the ticket reopens with its full history.
Yes. When a ticket is closed a short survey is sent, and results can be viewed by agent and by period.
It depends on the modules, the users and the connections with payroll or inventory. We give you a fixed quote broken down by phases after a free assessment.
Add-ons
Tell us how you work today and we'll suggest where to start. The assessment is free.