|
The goal of every tech support
and help desk group is to solve more problems in less time.
HELP!Desk helps your team meet that goal. HELP!Desk is a complete
software package for Technical Support/Customer Service of
both internal and external clients. Included are client profiles,
call tracking, asset management, problem solving knowledgebase,
training course scheduling, bulletins, ticklers, referrals,
and customer satisfaction surveys. Numerous reports provide
analysis for technicians and management alike. Field labels
and button text are customizable. User-maintainable drop-down
lists, security and field validation are included features.
HELP!Desk is a multiuser application and supports unlimited
simultaneous users when installed on a local area network.
With HELP!Desk, users can view and update:
Client profiles at a glance
Call history
Contact information
Hardware and software inventory and configurations
Features
“Live” Client Profile summarizes client information
including call history, hardware and software.
Call Activities allow you to track each step taken in the
resolution of a call. Each activity is date/time stamped,
tracks time and charges, and allows detailed logging of
work performed.
Customer Satisfaction Surveys allow for quality control
monitoring. Reports allow you to list all calls that received
a certain score or those for which survey information has
not been logged.
Calls may be referred (cc) to other departments such as
training, quality assurance, development, etc. to allow
groups other than support to be made aware of customer questions
or problems, without reassigning the call.
Calls may be moved from one client to another or left “unlinked”
if client information is not available.
Reassign calls and track time spent by each technician.
Client information includes unlimited telephone numbers
(phone, fax, pager and modem types) and e-mail addresses.
Inventory can be tracked by configuration, enabling you
to move entire computer systems from one client to another.
Maintain a true “house” inventory. Move components
or entire configurations from house to client and vice versa.
Tickler system notifies you of important tasks. A snooze
feature lets you continue your work without losing the reminder.
Ticklers are generated automatically when appropriate and
can also be created manually.
Bulletin Board system allows users to post information for
use by other technicians. A “System Bulletin”
may be set to open automatically at program startup.
Managers can track the time elapsed between call assignment
and acknowledgment.
View your open calls automatically at startup if desired.
Calls that have not been acknowledged are highlighted.
Send e-mail messages over MAPI-compliant mail systems.
Messaging system allows group “chats” over Novell
networks.
Search for both text and graphic solutions to problems.
Allows any technician to access the solution to any previously
solved problem.
Password security gives you complete control over each user’s
access to program functions and data.
Multiple training schedules can be accessed by technicians.
Data fields can be restricted to the values previously entered
into tables, forcing consistent data entry.
Service contract information for clients, tracked either
by date or time allotment.
Service contract and warranty information for hardware and
software.
Terminology for inventory functions can be changed, allowing
HELP!Desk to adapt to the needs of organizations that support
non-computer related products.
Designed for supporting Internal and External clients.
Import client and inventory data from Tally Systems’
NetCensus and PC Census.
User-definable field and button labels. May be customized
globally or on a per-user basis.
More than 35 pre-defined reports, each with various selection
criteria, give great flexibility to both technicians and
management. Additionally, the content of each of the major
windows can be printed in a report format.
|
