New in Version 2.7 and 2.8

Welcome to Intexnet's Helpdesk, our high performance help and service process manager. If you have upgraded from an earlier version, you may want to look at the following new features.

Formal user sign-off process

Helpdesk now allows users to decide whether the request has been dealt with fully. If not, the user can reject the sign-off and return the job to the technician for attention. If you don't want this feature for your users, then you can optionally have the technicians sign the jobs off themselves. We have made a few minor changes to the workflow for this feature. See signing jobs and workflow for more information.

Changes to the email service

Previous versions used a Windows NT service for sending email. This service had its limitations, so we have created our own service, which can work with any standards compliant SMTP server, including Microsoft Exchange.

HTML Email

Helpdesk can now send the email in HTML format, for improved impact and readability. The sign-off actions are embedded as hot links in the email messages. If your users cannot read HTML mail, then you can still send plain text email.

Many more messages

Helpdesk now sends email for many more events. The users can now be informed of all updates and changes to the status of their jobs, and the administrator can optionally receive a copy of all user messages.

Automatic login for technicians and administrators

Helpdesk can now log you in as a technician or administrator based on your current network login. If you current login (at the computer where you are working) is recognised by Helpdesk, you will not need to enter a login code to start working as a techician or administrator. See automatic login for more information.

SQL Server back-end database (version 2.8 only)

Helpdesk is now available with a SQL Server back-end database for greater reliability and higher workload. Version 2.8 of Helpdesk is capable of supporting more than 20 support staff and more than 2000 calls a month.