LBE Desktop Helpdesk is a
Microsoft Windows application, typically used by your support
staff. In addition to the features it shares with our Web
Helpdesk, it also provides a rich user interface which will
make your job easier:
Complete control over how data is presented (similar to
MS Outlook), group records, change fonts/colors etc. Change
format according to conditions you define (e.g. to show
all overdue Jobs in red). Effectively a reporting tool built-in.
Numerous pre-defined filters allow you to show only the
information you need, and you can define your own filters.
Share data views with other members of your team.
Text macros save on typing - enter a short word/phrase
and the system will automatically replace it with pre-defined
text. Ideal for standard replies.
LBE Desktop Helpdesk does all this yet still maintains a
simple, clear and easy to understand interface. Your staff
will be using it with the minimum of training.
Both our Desktop and Web Helpdesk Software share the following
features:
General:
Easy to use - minimal training required.
Adapts to your organization structure.
You can give Operators only the system privileges they need.
Easy to switch databases - so you could maintain one for
helpdesk, one for orders etc.
Custom Fields: These can be renamed by you and used to store
information that your business needs.
Tutorials guide you through basic and advanced operations.
E-mail:
Notify the operator and/or the Customer when a Job is actioned/created.
Supports most e-mail systems.
Helpdesk Jobs:
Complete Audit trail of what actions were taken and by
whom.
Manage support contracts by expiry date and/or number of
new Jobs.
Automatic escalation of Job Priority.
Transfer of jobs between operators.
Target completion dates make it easy to see problems are
dealt with in time.
Track hours and cost spent.
Categorize and Prioritize jobs.
Maintain customer, contact and Asset/Inventory details.
: Track down those 'problem machines'.
Link files to Helpdesk Jobs - useful for e.g. screen-dumps
Child Jobs - which must be completed before it is possible
to complete the 'Parent' Job.
Knowledge base makes it easy to find answers.