Technical Support (ORTECH)
Technological infrastructure providing 24/7 helpdesk and emergency response organization.
Problem
Not knowing who to contact or when during operational issues slows processes and increases complaints.
Our Solution
ORTECH is a cloud-based 24/7 / 365-day helpdesk. It routes requests to the right team within seconds, tracks resolution times and reports performance automatically.
Process Steps
Request received and logged in the system
Automatic task assignment to the relevant technical/administrative team
Real-time SLA (Service Level Agreement) tracking
Resolution analysis and performance reporting
Talep Yönetimi ve Eskalasyon Süreci
Her acil müdahale talebi sistematik biçimde alınır, kayıt altına alınır ve çözüme kavuşana kadar doğru kademede ilerlenir.
- Müşteri
- İş Emri Bilgisi – Görevlendirme
- Müdahale Süresi
- İş Durumu
Every request on record,
every process traceable
ORTECH is Orkun Group's facility management platform that unites 20+ years of field expertise with digital infrastructure. Leave behind phone calls, e-mails and paper-based processes — manage all your operations from a single, transparent screen.
Residents submit requests in seconds, managers see real-time status, technical teams focus on their next task. No ticket is ever lost, no SLA is silently breached.
- Automatic SLA timer per ticket
- Multi-level escalation rules
- Role-based access (manager / resident / technician)
- Weekly automated performance report
What changes with ORTECH?
From helpdesk and smart routing to real-time monitoring and reporting — end-to-end digital facility operations.
24/7 Helpdesk
Every request submitted via app, phone or web portal is logged within 120 seconds. Duty operator plus AI-assisted classification brings lost tickets to zero.
Automated Task Routing
Tickets are automatically assigned to the most suitable team or technician based on type, priority and location. Manual coordination is eliminated and human error minimised.
Real-Time Monitoring
All open tickets, approaching SLA breaches and field-team activities are tracked live on a single screen. Managers access the live dashboard at any moment.
SLA Contract Tracking
Response and resolution times defined per service category are tracked by automatic timers. Multi-level warnings and escalations trigger before any breach occurs.
Performance Reporting
Weekly and monthly reports covering ticket volume, category breakdown, average resolution times and resident satisfaction scores — ready-to-export dashboards included.
Smart Notification System
Instant notifications are sent to the ticket owner, assigned team and manager at every status change. E-mail, SMS or push notification channel selectable — no update is ever missed.
5 steps from ticket to resolution
Ticket Submitted
Resident, manager or technician submits a request via app, portal or phone.
Instant Classification
The system automatically classifies the ticket by category, priority and location. The SLA timer starts.
Auto Assignment
The most suitable available team or technician is assigned within seconds. Notification sent.
Resolution & Approval
The team responds, the ticket is closed. A satisfaction rating is collected from the requester.
Reporting
All data is reflected in automatic reports; trends are analysed and processes are improved.
What You Want to Know About ORTECH
What Sets Us Apart in Technical Support (ORTECH)
24/7 Helpdesk
Every request submitted via app, phone or web portal is logged within 120 seconds. Duty operator plus AI-assisted classification brings lost tickets to zero.
Automated Task Routing
Tickets are automatically assigned to the most suitable team or technician based on type, priority and location. Manual coordination is eliminated.
Real-Time Monitoring
All open tickets, approaching SLA breaches and field-team activities are tracked live on a single screen. Managers access the live dashboard at any moment.
SLA Contract Tracking
Response and resolution times defined per service category are tracked by automatic timers. Multi-level warnings and escalations trigger before any breach.