Feature Summary

The following is a summary of features across the helpdesk product range - this list is by no means exhaustive but does indicate the comprehensiveness of the products.

Feature List

sitehelpdesk

sitehelpdesk-IT

sitewebdesk

Call Logging

End User Call logging from their browser with various security options

 

Customer Call logging from their browser - authenticated by customer or contact

 

 

Email Call Logging (with EMLmonitor)

Telephone / Operator Call logging

Rapid generation of repetitive calls

Call Templates (single or multiple calls)

Call Linking and grouped closures

Instant Call id notification when logging

Email notifications of Call Id and details

End User Self Help (all/part optional)

      

Intelligent FAQ’s 

Links to Internet/Intranet documents

Call history Status Enquiry

Scripting based on Call Type 

Currently Open / duplicate Call Check

Whiteboard message display

Add File Attachments 

Hardware Inventory Call Logging

 

Close / Reopen Call / Resolution text entry / Add Events/ Add Attachments

Call Open - Assignments

      

Auto assign to Operators or Team by Type of request (optional)

 Auto assign to Operators or Team  by Site Location (optional)

 
 Auto assign to Operators or Team by Customer (optional)    

Manually (Re)Assign Calls to Operator or Team

Auto Email notification to Operators (optional)

Call Type - Problems / Incidents/ Configurations

SLA Category – Definable Priority /Severity 

End User Department / Location

 

Full audit trial of Events

Inventory associated to Call and full drill down (optional)

 

Hardware configuration history and maintenance drill down

 

End User Telephone number overwrite

 

Customer details,  Contacts and  Products / Services enquiry from ticket

 

 

Scripting prompts for additional information

Summary and Problem text entry

 

Feature List (continued)

sitehelpdesk

sitehelpdesk-IT

sitewebdesk

Call Progress Management

      

Traffic light Severity flags based on Escalation / Respond / Fix times

Event Text entries and editing

Email notifications

Printer Friendly Call details report

Follow Up Diary 

Inventory - 3rd Party Warranty/Maintenance 

 

Inventory management - Disposals/Stock issues

 

Inventory – re assignment / Loans

 

File Attachments

View Script results

Call status Deferral

Full Audit Trail of Events / re assignments

Time and Expense recording and billing

PDA support for call management

PDA support for asset management / physical audit scans

  

 

PDA support for account management

    

Knowledge Base Search on Calls/FAQ’s/Links

Call Resolution

      

Resolution Text 

Links to 3rd Party and Internal support documents

Operator privileges for Call Closure/Assignments

Knowledge Base inclusion flag

Time recording for recharging to Departments/ customers

Multiple linked call closures

SLA Performance monitoring, reporting, escalations

Call volume analysis

 ITIL Features

      

Incident / Request Management

Problem Management

Change Management

 

Release Management

 

Financial  Management

Configuration Management

 

Service Level Management

Continuity Management

 

 

Reports and Enquires

      

Flexible data enquires and sort display

Drill down summaries to Call detail

Flexible QBE report writer/enquiry tools

Report Builder sort/display options

Report Builder export to spreadsheet

Report Builder save /retrieve

Graphical representations and Summary Enquiries

3D charts and builders

 

Feature List (continued)

sitehelpdesk

sitehelpdesk-IT

sitewebdesk

Additional Features

 

 

 

SLAmonitor module for email escalations

SLA Clock stopped outside working hours/ call deferred

 EMLmonitor email to ticketing

 SMS mobile phone text messaging option

Telephone/Contacts lists – with photograph links

 

Customer records and communication Events tracking

 

 

Account Management licences for online sales force access to their own accounts

    

Product Records  - assigned to customers

 

 

Customer Contacts register

 

 

Inventory tracking and assignment

 

Inventory history of changes/movements

 

Purchase records, Warranties and Returns

 

Stock module for loans/ Issues / HW transfers

 

IP address allocation registers

 

 

Software License Register and volumes 

 

 

Stock / Library / Consumables Register / Tracking

 

Hardware allocation in and out of stock

 

Floor port and patching register

 

 

Disaster recovery and security records

 

 

Insurance Valuations

 

Business Continuity records / Disaster Recovery Pack

 

 

Maintenance Schedule

 

 

MS System Manager Server integration for the full IT audit / enquiry function of HW and software

 

 

VisionSoft Visual Audit Pro integration for the full IT audit / enquiry function of HW and software

 

 

Centennial Discovery integration for the full IT audit / enquiry function of HW and software

  

 

WMImonitor integration for HW and SW auditing and change management

 

 

WMImonitor integration for configuration change control

 

 

Backup and Restore registers

 

 

Media Archive Registers

 

 

Loans / Issues register from stock (HW/SW/Manuals etc) 

 

Installation and Configuration

      

Runs on Microsoft Platforms with IIS

100% Browser  - No client installations

Microsoft Access or SQL Server based

Secure access for Operators/Customers

Documentation and on-line help (editable)

Easy to install, customise, go-live and use (consultancy and training rarely required)

Globally Change Fonts / Colours /Terminology

Month/Day/Year and Day/Month/Year formats

Edit all pages (source code provided)