Helpdesk

Fewer tickets,
more resolution

Intelligent self-service, automated autofix, accelerated diagnostics. Reduce ticket volume by 20 to 40%.

ArvalBREDCrédit AgricoleCaisse des DépôtsCasdenCNP AssurancesGeneraliGroupamaIMALa Banque PostalePRO BTPThelem
Défiler

Same tickets, same pressure, every week

The same tickets come back every week

Issues are already documented, but users do not check the knowledge base.

L1 spends more time understanding than resolving

No context on the ticket, user unreachable, manual diagnosis.

Too many unnecessary escalations

L1 escalates by default. L2 finds a simple issue.

Users wait; IT bears the cost

Wait times, follow-ups, dissatisfaction. The Helpdesk becomes a bottleneck.

No visibility into real problems

KPIs measure flow, not root causes.

easyOptima Helpdesk

Turn your Helpdesk
into a resolution center

Self-service

Users find answers before calling. Chatbot, contextual knowledge base.

Autofix

Recurring issues are fixed automatically, with no human intervention.

Accelerated diagnostics

The ticket arrives with full context. L1 resolves in minutes.

Intelligent self-service

Users help themselves before calling

A chatbot guides users to the solution. The knowledge base is queried automatically based on context detected on the endpoint.

  • Chatbot one click away from the workstation
  • Contextual search in the knowledge base
  • Solutions suggested based on the detected issue
  • Ticket-free resolution rate tracked
Discover the Signaler module

Assistant IT

Aide en ligne

Mon Outlook est très lent depuis ce matin, impossible d'ouvrir mes pièces jointes

Base de connaissances
Outlook lenteur Pièces jointes Cache saturé

Outlook lent : purger le cache et reconstruire le profil OST

KB-2847 — Résolution automatique disponible

Pièces jointes bloquées : vérifier les règles antivirus Exchange

KB-1563 — Escalade équipe Messagerie

Solution recommandée

Purger le cache Outlook et reconstruire le fichier OST. Cette opération prend environ 2 minutes.

Appliquer la correction Autre solution

Automated autofix

Recurring issues disappear

Autofix detects and fixes known issues without human intervention. Silent or guided, it acts before the user picks up the phone.

  • Ready-to-run scripts for common issues
  • Silent or guided execution depending on context
  • Create custom scripts
  • Tracking and reporting on automatic fixes
Discover the Autofix module

Autofix

Corrections automatiques

Actif

Cache Outlook saturé

Purge automatique exécutée

Résolu

DNS cache corrompu

Flush DNS et renouvellement IP

Résolu

Spooler d'impression

Redémarrage du service...

En cours...

Espace disque faible

Nettoyage planifié à 14:00

3 incidents résolus sans ticket

Accelerated diagnostics

The ticket arrives complete; L1 resolves in minutes

Every ticket is enriched automatically with technical context: system metrics, configuration, recent events. L1 has everything needed to act without calling the user back.

  • Technical context captured automatically
  • Resolution suggestions based on history
  • Fewer escalations, fewer back-and-forths
  • Resolution time cut by 2x to 4x
Discover the Signaler module

Ticket #7621

Teams ne répond plus

L1

Contexte capturé automatiquement

CPU

23%

RAM

94%

Réseau

12ms

Erreurs

3 crash

Erreur détectée

OutOfMemoryException — ms-teams.exe (PID 8421)

Suggestion

Purger le cache Teams et redémarrer l'application. Mémoire saturée par le processus.

Visibility

Spot real problems, not just symptoms

Pulse analyzes fleet trends: crashing apps, problematic configs, recurring pain points. The Helpdesk shifts from reactive to proactive.

  • Top issues by frequency and impact
  • Trend detection and weak signals
  • Alerts on new anomalies
  • Factual data for IT steering committees
Discover the Pulse module
Fiabilité Parc
Crashs Freezes BSOD Boot
Crashs applicatifs — 30 derniers jours 247
25/0204/0311/0318/03

Outlook

78

Teams

52

Excel

35

Crashs par site

Paris
Lyon
Nantes
VDI

Tendance semaine

Lun Jeu Dim

Impact

What changes in practice

20 to 40% fewer tickets

Self-service and autofix absorb repetitive requests before they reach L1.

Faster resolution

Full context is there from the start. No need to reproduce or call back.

Fewer escalations

L1 has the information to resolve. Unnecessary escalations to L2 drop.

User satisfaction

Faster answers, effective self-service. Users regain confidence in support.

Live in days

Lightweight agent, ready-made analytics. No six-month IT project.

Lower cost per ticket

Less volume, faster resolution, fewer escalations. Average cost drops significantly.

Passez à l'action

Transform your Helpdesk

30 minutes to understand, a pilot to measure.

Demander une démo View Helpdesk use cases