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Task Management
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Adds the ability to
add one or more tasks that can be linked to an inquiry
or to create tasks that are only linked by user and not
inquiry. Ability for user to examine tasks in various
ways, both as a user, per inquiry, per status or
priority, or by due date. |
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iForms |
Provide an
easy way to extract information from web forms that can
easily "form fill" information into your inquiry from
the posted forms arriving via email. |
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Inquiry Work Flow |
Allows you to predefine
actions that you want to take upon the occurrence of
certain activities. |
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HelpDesk Screen Shooter |
Do you use "GoToMeeting",
"GoToAssist", "Citrix", or other on-line tech support
remote viewing programs? Is so,
the interface will allow you,
among other things, to do screen captures and link the
images to an inquiry. |
| My
HelpDesk |
Is a "new way to start your
HelpDesk day". My HelpDesk gives you a 'starting point'
and a personal view of your HelpDesk world. Easily view
individual inquiry statistics, analyze open inquiries by
department or by company or priorities by department or
company.
View last inquiries opened, known issues added,
knowledgebase items added, reminders, manage a personal
launch pad, and go directly into desired inquiries.
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Inquiry Tracking |
Every call is tracked from
initial inquiry to problem resolution. Inquiry history
makes it easy to reopen an already closed inquiry.
HelpDesk can detect if the inquiry's subject already
exists and eliminate duplication and additional effort
by your support staff. Quick find feature speeds contact
look-up. Open inquiries stay on screen until finished.
System tracks number of inquiries opened and closed each
day. |
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Real Time Call Forwarding
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Inquiries can be forwarded to any operator or
department. If forwarded to a department, the inquiry is
opened on the workstation for next available operator,
ready for them to pick up the phone and handle the
situation or problem. Referral system tracks who is
logged on. Call-backs to be scheduled for any date,
time, and staff member. Calls can be assigned on a next
available basis. Referrals can automatically notify the
receiving staff member via email for easy notification
of staff not logged into HelpDesk |
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Intake Forms
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You will now have the ability to design what is called
‘Intake Forms’. These are user-designed forms whose
purpose is to ask and store questions and answers as
part of the inquiry record, predetermined critical and
important information that pertains to a particular type
of problem or issue. You may develop and use as many
types of forms as may be needed in your organisation
and assign (link) multiple forms to a single inquiry.
Fields on a form may be declared mandatory (desired) or
optional. |
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Hot Tips Knowledgebase
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May use either
Rich Text or HTML documents, located on a local hard
drive, a company's intranet, or on the Web. Using
HTML also means that you can implement branch scripting
via hyper links within HTML documents. You will
have the ability to view and attach any Windows files
via the internet email module. Have your clients using
and/or sharing the same HTML hot tips as you use
internally.
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HelpDesk Post Office |
The
complete email system, both inbound and outbound, under
the control of HelpDesk with built-in email processing,
and dedicated solely for HelpDesk's use. This means that
outgoing mail can be sent from a global 'support
department' but still maintain individual staff names. |
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HTML Email Templates and Signatures. |
Design, develop, and store
email templates for specific types of emails. You'll be
able to design a message to fit each situation. You'll
also be able to merge data from the open inquiry,
including contact data, into the email.
Also, choose from a list of developed signature lines,
choosing either global signatures or one associated with
a particular HelpDesk operator. |
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Spell Checking |
A
full featured spell checker that can be used in sending
your HTML formatted emails. |
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Sticky Notes |
This gives you the ability
to attach a "sticky note" to an inquiry, easily flagging
the inquiry with a special message for others to see. |
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Bulletin Board System |
HelpDesk now has the
ability to create one or more bulletin boards to aid
communication internally for HelpDesk staff and users.
As many BBS boards as desired can be created. Each board
can have unlimited "sticky notes" attached to it. |
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Time Line Analysis
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Gives you the ability to have
a "special event" time log entry added automatically in
order to record and display when certain types of events
take place. |
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Inquiry
Status Publisher |
One of the most sought after
features. Now you will be able to "publish" status and other
information about inquiries to a web site where customers
may access their individual entries and check status and
other related information. |
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Contract & Pre-Paid Support Tracking |
Allows
you to store in your contact manager information about
service contracts. You determine the type (per
hour or per incident), expiration date or 'must use by'
dates, and user defined break points where you are
warned and/or blocked from opening an inquiry. |
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Inquiry "Alert" System
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There
are certain conditions that a HelpDesk user would like
to know. HelpDesk now puts icons in an alert column for
the following conditions.
>A "red dot" is inserted to
indicate that the owner of an inquiry has not yet opened
and read it's contents.
>A "chain link" is inserted to
indicate that there is either a new email that has been
attached to the inquiry or a new linked file has been
attached. |
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User Defined Fields in Inquiry
Record |
You have the ability to
add new user defined fields that are part of the inquiry
record itself. Some of these fields are indexed so
that they can be used as lookup fields. These
fields will also be available in custom designed
reports. |
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Internet Email
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Provides
for sending outbound internet email using any windows
MAPI compliant email client, such as Explorer, Outlook,
Eudora, Exchange, etc. |
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Links Database
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This allows you to link almost anything to an inquiry
record and to the contact record as well. This
includes any thing you can drag and drop from your
windows desktop or applications, including shortcuts,
documents, spread sheets, graphics, web URL addresses,
ANYTHING. |
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RMA Database |
A special database to hold information regarding RMAs.
You'll easily record (using a user defined RMA numbering
system) RMAs and report information from this file. |
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Known Issues "Bug" Database |
Don't spin your wheels
researching or looking up known problems. Check
the 'bug' database. Contains fields such as when
reported, nature of the problem, who is responsible for
it, expected completion date, and customers waiting on
the 'fix' |
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Configurable Inquiry Screen |
The Open Inquiry screen is
highly configurable, allowing you three custom views of
all data, tabs for products, RMAs, Links, Time
Logs, and History Records. |
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Configurable History Queue Filtering
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The History Queue has a
'quick' filtering system to allow you to quickly find
the closed inquiry you are seeking. It filters by date
range and a number of other search values allowing quick
filtering with each key stroke. Makes for faster
response in finding the information you want. |
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Priority Escalation System |
A few new additions to the
escalation system, including a 'drop dead' date to flag
specific inquiries as to their special status and
special escalation date. The system will allow you
to define priorities and select when they are to be
escalated, how they will appear (color change) and if
they should be rerouted to a different person or
department. |
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Report Writer Management Reports |
Many analysis reports are
provided in Crystal Reports format, making it easy for
you to use our formats to generate your own reports.
Optional time log tracking allows summary reporting that
tells you exactly who takes how long to complete
specific problems. Prevention report allows you to
improve documentation and systems to guide product
development and knowledge-base text. Report on inquiries
open/closed/all per timer period by category, product,
client, priority, or operator. Complete time tracking
reports as well as detailed billing report/analysis.
Prevention notes by product and company. |
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Contact Manager Interface |
With GoldMine, ACT!,
TeamScope, BCM, or the Stand Alone contact manager
you'll be able to display and/or edit limitless fields
from the contact manager. With GoldMine, you can
display an open inquiry in GoldMine's Pending tab and
then have it moved to the History tab upon completion.
ACT! allow for activity history stamping as well.
These features allow for non HelpDesk staff to have a
'heads up' awareness of HelpDesk issues without having
to go into the HelpDesk module itself. |
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Scripting engine |
We've added a scripting
engine with version 3.0 plus. Initially you'll be able
to use this feature to define expressions for default
"priority" and default "billable". Use java script or
visual basic script to form expressions to return
information used to decide these default values.
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Tele-Support
HelpDesk
Software for
