HelpDesk Expert for IT Support
(HDEIT) is a 100% web-based help desk software system engineered
to provide a scalable, customizable, easy-to-use solution
for any IT tracking need. HDEIT is easily installed on any
standard webserver, is compatible with all OBDC compliant
databases, and can be accessed by any internet or intranet
enabled platform - regardless of OS - from anywhere in the
world.
With AIM's 100% Web-based HelpDesk Expert for IT Support
solution, there's absolutely no client-side software or
plug-ins to install - ever. HelpDesk Expert for IT Support
is installed on a Web server (see system requirements),
so employees and staff can access the system from anywhere,
anytime with any standard Web browser, including Microsoft's
Internet Explorer (version 4.x and above) and the open source
Mozilla/Netscape browser, that supports HTML 3.0 or higher.
That means there's no specialized user training required
to deploy AIM's HelpDesk Expert for IT Support -- anyone
who can use a Web browser can access your AIM-based help
desk.
That saves time and expense -- both key to successfully
deploying an enterprise-class help desk. The system does
NOT use cookies or technology that locks you to a single
computer. Access the system from any computer with an Internet
or intranet connection, then simply log in and go ahead
with your business.
Flexible Workflow
The system uses a flexible scheme to accommodate any organizations'
workflow, and can be set up for both automatic and manual
ticket routing.
Extensive Charts and Reports
Charts and reports can be generated to easily measure company-wide
issues, including metrics on the number, type and frequency
of problems reported and solved. Managers can print any
ticket to have a hard copy of an issue for easy reference.
Searchable Knowledge Database
Both employees and your support staff can search resolved
trouble tickets for their problem. This means that employees
may be able to find the solution to their problems without
having to call your support staff. Support staff members
can also search the database to quickly access answers to
questions.
Rule Based E-mail and Paging Notification
The system makes sure no trouble tickets go unnoticed. Staff
members can be automatically paged or e-mailed to ensure
all tickets are taken care of immediately based on certain
rules.
Whiteboard
System-wide message board to ensure no critical information
or announcements go unnoticed by staff.
PC Hardware and Software Auto Discovery
A user's computer configuration settings can be automatically
detected when an issue is reported to the system, allowing
IT staff to spot resource conflicts.
Built in Spell Checker
Our easy-to-use spell checker enables users and staff to
double-check the clarity of information they submit. The
system's customizable dictionary allows adding terms specific
to your business, industry or market. This not only saves
you and your users time -- no more guessing at the correct
spelling of specialized words -- but increases productivity,
as well. It will also enhance the professionalism of your
help desk staff: Nothing is more embarrassing than a misspelled
word in written responses to a key customer. And if you're
unsure of how to spell a word, our spell-checker gives you
several choices, so you can pick the right one. The spell
checker is available application-wide, so all data published
through AIM's HelpDesk Expert for IT Support solution is
written clearly and accurately, without misspellings that
can lead to confusion.
Supports File Attachments
AIM's HelpDesk Expert for IT Support allows users or staff
to attach an unlimited number of any type of files to a
ticket, easily expanding the amount of information associated
with an incident. Attachments can include anything from
text files to image files to screen captures to executables
-- the full gamut of file types you and your users or customers
deal with on a daily basis. The attached files are then
accessible to support staff working on the issue, speeding
problem resolution by giving support personnel access to
either critical information in the files or an offending
application.
Dynamic Frequently Asked Questions (FAQ)
Create custom FAQ's (Frequently Asked Questions) based on
tickets submitted to your custom database.
