Intexnet Helpdesk V2.7/2.8 feature list
Web based
- 100% web based for user and support person
interaction. Only a compatible browser is required on client, support
staff and administrator's machines. Internet Explorer version 5 and greater is compatible with
Helpdesk.
-
Requires no installation of Active X
controls or Java applets on user or support person client
machines.
- Has security features to manage jobs over the internet. These features can be switched
off for use on a company intranet.
User interaction
- Users can enter help requests into the system
themselves, freeing up technical staff to deal with the problems
rather than doing administration.
- Users can query their own jobs online.
- Users sign off jobs when complete, or return the jobs to the active job queue if they
are not satisfied.
Job scheduling, management and escalation
- Outstanding jobs are colour coded according to
the time elapsed and the priority to allow support staff to prioritise
their actions.
- Jobs can proceed through any number of stages
and any number of responsible support people.
- Helpdesk tracks controllable elapsed time as
well as elapsed time outside the control of the support people.
- Helpdesk will escalate jobs that exceed total
time limits and controllable time limits.
- Helpdesk generates jobs cards for selected jobs, or for all outstanding jobs.
Searching and knowledge management
- Support staff can search for jobs using a
range of criteria.
- The system compiles a knowledge base of solutions that can be searched when a previous
problem recurs.
Administration and reporting
- The system will allow the Helpdesk operator to
collect client feedback and will display the feedback results
graphically.
- Collects information about jobs in the
database so that you can examine response times, common causes of
problems, how the staff are being used and so on.
- Helpdesk can display a broadcast notice to all users connecting to the system. This is
intended to notify users of common problems and so prevent a flood of similar problems
being posted.
Email notification
- Helpdesk generates email messages (as well as cell phone SMS messages or pager messages1) whenever the job state or responsibility
changes.
- Users are informed by email whenever the
status of their job changes.
- Technicians are notified by email whenever a
job requires action from them.
- Email can be sent as HTML email, or plain text email.
Customisation and configuration
- Helpdesk can be easily configured by the
administrator to meet specific application needs (problem classes,
priorities, escalation times, support staff, requests reasons and so
on).
- All major features of Helpdesk can be
administrator configured (feedback reports, colour coding, escalation
logging and so on) by filling in simple web forms.
- Intexnet can further customise Helpdesk in the rare instances that your needs cannot be
met by Helpdesk's configuration options.
Database
Helpdesk V2.7 makes use of a Microsoft Access compatible database for
the storage of help requests and job tracking. No Access licenses are
required to use Helpdesk on the server, or on the client workstations.
Helpdesk V2.8 makes use of a Microsoft SQL Server database for the
storage of help requests and job tracking. Normal SQL Server licensing
will be required. Helpdesk version 2.7 is feature comptaible with version
2.8.
1 System dependant |
