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Incident ManagementLog 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 ManagementSearch 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 ManagementBuilt-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 ManagementComprehensive 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-serviceProvide 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 ManagementAutomatically 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
ReportsOver 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 capabilitiesSpell 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
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