Unleash the power of Teams, Slack, WeChat... and IT Service Management

ExpressDesk is a complete solution to use popular Communication Apps (Microsoft Teams, Skype for Business, Slack, WhatsApp, WeChat, Telegram, Signal, Facebook Messenger, Viber, etc) to contact your Service Desk.

ExpressDesk boost your service desk productivity thanks to its integration with your ITSM ticketing system. Our clever automations and time-saving features are compatible with BMC Remedy ITSM, BMC SmartIT, BMC Helix, or ServiceNow.

PRODUCTS

ExpressDesk provides the only complete integration between your enterprise chat app, such as Microsoft Teams, Skype for Business or Slack, with your enterprise ITSM solution, including BMC Remedy ITSM, BMC SmartIT, BMC Helix, and ServiceNow.

A virtual chat agent that integrates with your ITSM

ExpressDesk provides a single point of contact (SPOC) letting your users reach your service desk using Teams or Skype for Business in a click.

  • Supports hybrid Teams and Skype for Business environments
  • Configurable Logo and display name to match your IT Support branding
  • Configurable Chatbot behavior via workflow
  • Integration with BMC Remedy ITSM, BMC SmartIT, BMC Helix and ServiceNow
  • Supports 3rd parties Natural Language Processing and AI engines
  • Transfer to service desk agents
  • Supports Real-time translations
Users start a chat with ExpressDesk to contact your IT Service Desk


Your ITSM platform integrated inside your service desk agent's chat

ExpressDesk boosts the productivity of service desk agents thanks to its clever client-side integration, as your ITSM solution, including BMC Remedy ITSM, BMC SmartIT, BMC Helix and ServiceNow, shows inside the chat UI. Your service desk agents can now:

  • Handle multiple chats in parrallel
  • Use predefined messages to save typing time
  • Chat transcript are automatically saved inside the related ITSM ticket
  • Transferred files are automatically saved in the ITSM ticket
  • Ticket fields can be completed automatically
  • ExpressDesk provides real-time translation with dual view
  • The presence of end users via Teams is displayed in the Incident console. Agents can start an outbound chat about existing tickets in one click.
Teams SmartIT integration
Teams Remedy integration
Teams Remedy integration - quick messages
File transferred from Teams automatically saved in Remedy
Teams Presence displayed in BMCRemedy incident console

Measure, manage and run reports on chat adoption

Our supervisor interface offers a live dashboard and lets you export reports. You can now easily measure chat adoption through your company and adjust the configuration to further optimize this new communication channel.

  • Configure your own charts and widgets
  • Follow real-time activities and Agents presence
  • Configure bot messages and behavior
  • Manage agent queues and membership
  • Build reports and export to Excel
  • Control chat assignment and transfer



Social Chat Apps Connector

In addition to the native integration with Ms Teams and Skype for Business, activate your selection of popular Chat Apps using ExpressDesk Social Apps connector:

  • Slack
  • WeChat
  • WhatsApp
  • Facebook Messenger
  • Signal
  • Viber
  • Telegram
Whatsapp Remedy integration
Facebook Messenger
Wechat Remedy integration
Slack Remedy integration
Viber Remedy integration
Telegram Remedy integration

Offering

ExpressDesk Solutions SPRL offers top-notch products and services designed to meet your highest expectations.

ON-PREMISE Deployment

  • Installation on your infrastructure
  • One-time license fee
  • Per-module licensing
  • Unlimited users and chats

  • Yearly support and maintenance fee includes:
  • - Web/Email Product Support
  • - Access to all minor and major licensed product updates

Software-as-a-service

  • Highly Available Hosting on ExpressDesk dedicated Cloud
  • Monthly fee
  • All Inclusive
  • Monthly volume limit

Service includes:

  • Premier Web/Email/Phone Support
  • 24/7 Service Availability
  • Service Level Agreement
  • Pro-active management and service monitoring
  • Dedicated service delivery manager

Professional services

  • Technical Project Management
  • Tailor-made configuration
  • Product customization
  • Integration with 3rd parties
  • Integration with existing systems
  • Solution Design
  • Workshops and Trainings
  • On-site or Off-site
  • Time&Material based or Fixed Price

BENEFITS

ExpressDesk's great design delivers great value.

Teams single point of contact

EASY TO USE

 ExpressDesk provides a Single Point of Contact accessible through your user's favorite Chat apps.

Teams Remedy integration easily configurable

Easily Configurable

Adapt the behavior of our integrated Chat Bot thanks to its embedded workflow engine.

Secure Teams adoption as chat channel for Remedy

Increase Chat adoption

Secure swift user adoption by making your Service Desk accessible through your User's favorite chat app as well as your corporate chat.

FEATURES

Discover ExpressDesk's key features.

We are constantly improving our product, contact us to get our latest product features overview.

Teams integration with BMC Remedy, BMC Helix and BMC SmartIT

Ticketing system integration

ExpressDesk integrates Ms Teams with BMC Helix, including legacy BMC Remedy and SmartIT .

Hybrid intelligence - combine AI with humans

Hybrid Intelligence

Combine Artificial Intelligence and human interactions to deliver high quality support at lower cost.

Automatic translation features

Automatic Translation

Integrate with 3rd party translation providers and enable real-time, bi-directional transparent translation

Mobile and Tablet support

Mobile / Tablet support

Users can chat from their PC, Tablet or Phone using Teams, Skype for Business or their favorite App

Teams Cards supported

Support for Cards

Design Cards as user friendly containers to provide rich response messages.

Monitoring and Reporting

Real-Time supervisor and reporting console

Monitor on-going activities, analyse trends, build reports and extract data.