EPiDesk 2 - Focus on your customers

Does your support desk receive a lot of questions? Do some cases get lost or forgotten? EPiDesk helps you manage, follow up and make your help desk support management more efficient, while also increasing customer service.

EPiDesk is a help desk system based on the award-winning platform EPiServer. EPiDesk is simple to install, use and customize to your own requirements.

EPiDesk can be used in many different ways

EPiDesk can be used in many different ways, for example as a support or help desk system for internal and external support, administration of e-mail addresses, error reporting, task assignment, etc. The different areas of usage can also be combined in the same system. For example, a municipality's Web- or e-mail-based communication channel with citizens, or an organization's information department that accepts  assignments, questions and comments from external resources. EPiDesk can also be used as sales support in organizations and as a help desk system within an IT department.

Easy reporting and efficient feedback

Your customers and employees report into the system via e-mail or by filling in a form. A case that has been received is logged and given a unique case number. The customer is automatically sent an e-mail message with confirmation that the case has been received and instructions on how the case can be followed via a built-in extranet.

All communication about the case is stored in one place, making it easy for both support personnel and customers to have an overview of how the case is being managed. The system clearly shows who is responsible for the case and who is currently working on the case. EPiDesk automatically keeps track of who is working on the case and sends reminders if a question hasn't been answered.

Cases in EPiDesk can be prioritized and categorized according to the case type and character. EPiDesk also has built-in escalation and customizable action times that are automatically connected to the case priority.

Web-based and flexible for support personnel

EPiDesk is flexible. There are several possibilities to integrate with, for example inventory, staff and monitoring systems. EPiDesk also supports XML, Web Services, RSS, LDAP and other standards that facilitate integration.

Many of the functions, flows and even the appearance of the interface can be customized according to the customer's requirements. Templates can be further developed, changed and translated into other languages.

IMPORTANT! EPiDesk (latest version 2.04) is based on EPiServer 4.62 and is currently not supporting EPiServer CMS 5. 

Product overview

 EPiDesk 2.04 (Swedish) 

 EPiDesk 2.04 (English) 

User's guide

 EPiDesk 2 User's Guide (Swedish)

 EPiDesk 2 User's Guide (English)

Prices and licenses

The license model for EPiDesk is based on the amount of EPiDesk operators. An operator works with EPiDesk's operator and/or administrator interface. EPiDesk supports an unlimited amount of external users, i.e. customers or others reporting issues.

One EPiDesk license includes a System license and five operator licenses. Further operator licenses can be purchased if required.

Ordering 

To order EPiDesk, please contact your EPiServer implementation partner or ElektroPost.

Download

Download of EPiDesk software and technical documentation, SDK etc
(Requires partner access to Knowledge center) 

Questions

Please contact Per Rask at EPiServer if you have any questions.

EPiServer AB
Finlandsgatan 38
164 74 KISTA
Tel:              +46 8 477 71 48