GestSup

GestSup enables technicians to manage the entire lifecycle of support requests from initial declaration to final resolution and user validation. The system allows for categorizing incidents, assigning priorities, and tracking progress through various states. This structured workflow ensures that no request is overlooked and helps support teams maintain service quality and accountability.

The software integrates a comprehensive equipment management module that synchronizes directly with OCS Inventory to keep hardware data current. Technicians can link specific assets to support tickets, which provides immediate context on the device's history and warranty status. This integration simplifies troubleshooting by ensuring accurate technical data is always readily available.

GestSup software automates the ticket creation process by capturing user requests sent via email through IMAP connectors compatible with OAuth2 standards. The system filters and converts these emails into tracked incidents to ensure effortless communication. This automation reduces manual data entry for technicians and provides users with a familiar channel for reporting issues.

The platform supports efficient synchronization with company directories, including Active Directory, LDAP, and Microsoft Entra ID, to manage user authentication. This feature automates the onboarding of new users and enables Single Sign-On (SSO) capabilities. Centralizing identity management simplifies access control and ensures that user profiles within the helpdesk remain consistent.

GestSup features a statistics module that provides detailed insights into the performance of the support service and equipment reliability. Administrators can generate reports on ticket volumes, resolution times, and technician workloads to identify trends. This data-driven approach supports better decision-making regarding resource allocation and helps justify IT budget requirements.