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Help desk software
Click a product name below for more
information:
sitehelpdesk
sitehelpdesk-IT
sitewebdesk
SLAmonitor
EMLmonitor
WMImonitor |
sitehelpdesk is a
feature rich support solution suitable for use by any internal support
function. From a link on your Intranet, this
web browser based software provides your company employees with online
support and self help even when you are not available. The unique
design features will allow you to get fully up and running within hours of
installing.
sitehelpdesk forms the core
support service solution at the heart of our product range. It may be
downloaded
from this site and is then easily upgraded for additional features relating
specifically to support in an IT Service department (sitehelpdesk-IT) or for
external Customer support (sitewebdesk).
Scroll down the page for
highlighted reviews of sitehelpdesk - click on images to enlarge and open in
a new window
User Call
Logging and Self Help
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Internal
staff may log support calls directly from a link on your Intranet using
Netscape, Mac IE or Microsoft Internet Explorer.
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Optional
screen layout designs, fonts, colors and terminology used.
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Option
to use NT login authentication to identify the user.
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Option
to allow free format of user name and other information required to
create new users 'on the fly' as calls are being logged.
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Numerous
options for additional validated information entry.
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Auto
assignment and notifications of call reference number.
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Options
for Scripted questions, answers and prompts for self help or to
obtain additional information.
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Self
help with FAQ's and links to documents, web pages reports and graphs
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User
events entry and close call
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Options
for automated email notification to Operators.
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Satisfaction feedback.
Operator
Call Management
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Support Operators
log into sitehelpdesk from any PC with Microsoft Internet Explorer or a
PDA.
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They
are presented with their call log summary and any follow up actions due
in the next week.
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Drill
downs are available to immediately open related call details and begin
work on resolutions.
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Enter
telephone support requests using rapid search facilities and click
through on user names.
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Option
to allow Operators to create new users 'on the fly'
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Call
Type Scripting can prompt operator with resolution or collect useful and
relevant information.
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Templates
may be set up for individual or multiple related calls for rapid entry
and to ensure procedures are always followed and quick fixes get logged.
(template selection only appears when some are available).
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Email
integration creates calls sent via email - integrates with MS Exchange
Server and POP3 for full email integration including attachments and
tracking emailed replies.
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Operators
have access to calls highlighted with impact and SLA severity via
traffic light flags indicating when thresholds are reached. See
SLAmonitor
review for more information
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On
screen specific help is always available from the ? button and all help
text may be edited with specific instructions.
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Various
work flow options depending on operator privileges.
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Knowledge base key word search interfaces across call history KB, links
and FAQ's.
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Links
to technical papers, third party support sites and internal
documentation.
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Add and
Edit FAQ database with attachments to further information for Operators
and end user self help.
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There
is also an Internal Staff Contacts list that may be linked to directly
from your Intranet with optional links to their photographs.
Reports
and Graphs
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Numerous
predefined reports of call volume summaries with drill down into
details.
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Time
tracking and recharging / billing reports
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Call
volume trend analysis and status summary reporting
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SLA
report for user specified periods grouped by Operator or SLA category
with drill down to identify offending calls.
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Graphical
analyses reports and a graph builders
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Flexible Query By Example report generator provides access to the
database and selections, sorting and display preferences plus save and
retrieve options
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Spreadsheet
links
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Summary
statistics tables
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Graph
and report generated pages may be saved as links and made available to
end users These may be static or real time dynamic results that are made
available online.
All
this and more at an unbelievable price -
Click
here to download a FREE trial of sitehelpdesk and see how it can benefit
your organization
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