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Intexnet Helpdesk

The Problem

Large financial services companies, major Internet service providers and multinational service divisions can afford to spend large amounts of money on sophisticated help desk or call centre systems. But what about smaller companies or divisions? How do smaller companies offer similar levels of customer service while keeping software and system costs under control?

Related info...

• New in V2.7 and V2.8 (opens new browser window)
• Helpdesk V2.7/2.8 feature list
• View Helpdesk online help (opens new browser window)
• Download Helpdesk V2.7 (Access based) evaluation version
• ** NEW ** Download Helpdesk V2.8 (SQL Server based) evaluation version

Helpdesk Versions

Helpdesk is now available in two versions.

• Version 2.7 uses a Microsoft Access compatible back-end database. No database licensing is required. This version is suitable for smaller installations of up to 1-5 technical support staff.
• Version 2.8 uses a Microsoft SQL Server back-end database. Normal SQL Server licensing applies to this version, but it is capable of larger user load and is more robust. This version is recommended for larger installations, or for organisations already using SQL Server and therefore already licensed.

Description

The Intexnet Help Desk is designed to be a 100% web based multifunctional service tool for small service operations such as end-user computer support, equipment maintenance, or customer support integrated into the company Intranet or Extranet.

Customers, or a call centre operator, can enter service requests into the system. Response staff then claim the jobs (or they can be allocated by an administrator). The system will track the jobs through the system until they are completed and closed off by the support staff.

Customers can monitor the service requests they entered, or entered on their behalf as they progress through the system.

The system can operate in secure mode (for external customer support off the company's web site or Extranet), if required. In this mode, customers can query only the jobs they requested. For Intranet application, such as a computer support desk, the system can also operate in a non-secured mode.

The system uses email to notify customers that jobs have been entered or completed, and to notify technicians or the administrator of requests that require their attention.

The system is fully customer configurable using an easily managed database structure to define the job status descriptions, the names of the support staff, the type and priority of the service requests and more.

The system collects information about service calls into a central database that can be used to generate reports for cost and time, service response, classes of service requests and more. In addition, for certain applications, such as computer support, the system will be able to generate a base of knowledge that can be used to enhance customer service.

Optional features include the ability to escalate the query if it has not seen a response within a certain time and the ability to add job costing information and a feature allowing the customer to accept or decline the job based on the cost.

Requirements

The system requires Internet Information Server (4 or better) operating on Windows NT Server. Microsoft Access (Office 97 or better) or SQL Server (6.5 or better) are required to provide the back end data services. Other back end database systems on request.

The system is compatible with most messaging systems, including Exchange, Groupwise and Lotus Notes as well as peer email systems for small companies.

Current version Helpdesk is now released in Version 2.7 (Access based) and 2.8 (SQL Server based)

This product is part of a suite of Intranet components developed by Intexnet to provide business value for our customers. These components are designed to be modular and inexpensive. You choose what you need and Intexnet will integrate the modules together and into your Intranet or Extranet.