Incident Management

• Log jobs quickly and easily via poweful job templates
• Automatic ticket number generation
• Notify clients and staff by email whenever an action is taken
• Add file attachments, keywords or a photo to any helpdesk job
• Access client or site call histories instantly
• Track time, cost, cost codes for each action taken

 

 

Problem Management

• Search the knowledge base for resolutions to known problems
• When a job is open, search for similar jobs
• When a job is open, search the knowledge base for articles with the same issue
• Use reports to identify common problems
• Link problems to incidents
• Search the knowledge base for likely solutions to issues

 

 

Knowledge Management

• Built-in HTML knowledge base
• Full text searching keyword searching option
• Integration with helpdesk jobs for faster job resolution
• Articles can link to other relevant articles
• Knowledge Base articles have a voting system for both staff and on-line viewers
• Knowledge base articles can be published to the web for client self-service

 

 

Service Level Agreements

• Build custom escalation rules
• Schedule the frequency of reoccuring escalation rules. Eg. Email every 2 hours after a job is overdue etc.
• Build rules to automatically reclassify job codes according to organizational requirements
• Increase / decrease the priority level of particular jobs
• Re-assign jobs based on staff performance
• Configure rules on only operation with "Office Time"

 

Asset / CI Management

• Comprehensive asset information can be stored
• Record complete service histories of each asset
• Customize what asset information you need to track
• Link assets to clients, helpdesk jobs and other assets
• Automatically links assets to incidents or problems based on client
• Track financial, warranty and depreciation details 

 

 

Web-based client self-service

• Provide 24 x 7 support to your clients
• Clients can log their own jobs, search the knowledge base & even close their own jobs
• Staff can access their job queues from anywhere via a web browser
• Client web interactivity is moderated via use of templates
• Uses AJAX controls for speed and "Desktop" performance
• Customize your web interface with your own company logo

 

 

Email Response Management

• Automatically convert incoming support email into helpdesk jobs
• Automatically update existing helpdesk jobs with incoming email details
• Set "black-lists" to stop spam or other unwanted mail from being logged
• Create rules to filter incoming email
• Post-processing of email options include Move, Delete, Mark as read, Flag
• Automatically email appropriate knowledge base articles

 

 

Reports

• Over 140 management reports
• Detail reports, statistical reports, trend reports, drill-through reports
• Many reports contain graphs, charts or cross-tab objects
• Reports can be customized with Crystal Reports
• Custom reports
• Export reports to Excel, text, database, .pdf and many other formats

 

 

Text and formatting capabilities

• Spell checking and thesaurus for all text fields (MS Office users only)s
• HTML text
• User preferences for text size, font, color
• Auto text for commonly used acronymns and shortcuts
• Field chooser to display different text files in every list
• Dynamic edit and popup menus make text manipulation easy and fast