Web Help Desk Demo Videos and Screenshots
Video: Support Technician Interface
- Cross-platform, Web-based IT Service Management Software
- Incident and Problem Management
- Asset and Desktop Management
- Change Management and Approval Work Flow
- Two-Way E-Mail Correspondence
- Knowledge-Base Management
- LDAP / Active Directory Synchronisation
- Implement Multiple Language Packs (language auto-selected based on customer's default language setting in web browser.)
Video: Enduser Ticket Submission
- Create service tickets through the customer web portal
- Custom fields dynamically display based on ticket category
- Related knowledge based dynamically present self-help options
- Customers select the ssset in question to assist technicians
- View and update trouble ticket history from web interface
- Customers receive ticket confirmation and alert emails
- Access customer web portal via any modern web browser
- Implement Multiple Language Packs (language auto-selected based on customer's default language setting in web browser.)
Service Desk Technician Interface Screenshots
Trouble Ticket Management
- Email-to-Ticket conversion via IMAP or POP3 mailbox(es)
- Auto-assign tickets to technicians or groups of techs
- Intuitive and customisable trouble ticket list views
- Basic, Advanced, and Saved ticket search queries
- Problem / Incident (Parent / Child) ticket relationships
- Quick-Ticket templates ensure increased productivity
- Instantly update tickets with knowledge-base article links
- Bulk update mass ticket lists as needed
Asset Management and Desktop Control
- Track complete lifecycle of hardware and software assets
- Assign assets to customers, locations, departments, and rooms
- Ticket history and asset history audit logs
- Parent / Child hardware and software relationships
- Basic, Advanced, and Saved asset search queries
- Help desk software integration includes:
- Apple Remote Desktop (including asset discovery)
- Windows Remote Desktop Connection
- VNC URL Protocol Tool
- LANrev Client Manager (including asset discovery)
- JAMF Casper Suite (including asset discovery)
Knowledge Base Management
- Technician-Only visibility setting for internal knowledge bases
- Rich text and file attachments promote self-help assistance
- Intuitive search interface enhances first call resolution productivity
- Basic, Advanced, and Saved ticket search queries
- Problem / Incident (Parent / Child) ticket relationships
- Insert knowledge-base article links for quick ticket resolutions
- Import knowledge-base FAQs from a spreadsheet format
Approval Work Flow and Change Management
- Manage change control through automated approval work flow
- Approval persons dynamically assigned based on submitter criteria
- Unlimited tiers of approval work flow adhere to strict business logic
- Change Advisory Board (CAB) voting functionality included
- Visual representations of current work flow status
- Hide description for "Denied" vote from submitter
- Approved change automatically converted to service ticket
Performance Reporting
- Generate statistics detailing ticket submission rates and average response times
- Graphically display statistics in pie charts, bar graphs, or data tables
- Schedule e-mail delivery of reports to any audience automatically
- Live reports display interactive hyperlinks to tickets in question
- Create real-time billing data; export to spreadsheet format
- Rectify bottlenecks due to staff performance or troubling hardware
Customer Support Web Portal Screenshots
Support Ticket Submission
- Create customer support tickets via web interface or e-mail
- Ticket submission form dynamically displays custom fields based on ticket criteria
- Custom fields include: drop-downs, radio buttons, check boxes, or sizeable text boxes
- Display related self-help knowledge base FAQs during submission
- Request the troubled asset during the ticket submission process
- Attach files to the service request ticket
- Carbon Copy (Cc:) anyone during ticket submission
Ticket History and Updates
- Easy-to-use interface to search your ticket history for updates
- Send technician an update or additional information on the ticket
- Schedule e-mail delivery of reports to any audience automatically
- Live reports display interactive hyperlinks to tickets in question
- Create real-time billing data; export to spreadsheet format
- Rectify bottlenecks due to staff performance or troubling hardware
Self-Service Knowledge Base Search
- Easy-to-use self-help to promote a reduction in help desk involement
- Search by categories, asset type, and keywords
- Rich text, hyperlinks, and file attachments ensure robust self-help
- 5-Star voting functionality to define FAQ usefulness levels
- Configure visiblity of knowledge articles to the audience of choice
Approval Workflow / Change Management
- Approval requests are submitted in same support ticket interface
- Voting is executed via web portal or e-mail
- Option to hide reason for denying request from original requester
- View old approval requests for historical reference and audit
- E-mail reminders to approval staff who have not voted
- Intuitive web interface and e-mail voting for approval personnel
E-Mail Updates and Alerts
- Rich HTML emails provide user-friendly content to customers
- "Add Note" button allows customers to correspond with technicials via the familiar channel of communication, e-mail
- Simply replying to the e-mail will add a ticket note and all quoted text is stripped from the note
- A "resolved" ticket prompts customers to denote if the issue was resolved. Clicking on "Yes" automatically closes the ticket
- A chain of ticket notes is displayed for historical reference
