This intuitive software is Simple to Use
and a 'musthave' for any helpdesk situation

A Call logging System for both IT Helpdesks and Building Services Helpdesk

· Logs calls received by the helpdesk
· Jobs can be assigned to an appropriate operative
· Track calls made to third party helpdesks
· Allows customers to track the progress of calls
· Suggests possible solutions based on previous fixes
· Fully scalable from a small company to large corporates

SUITABLE FOR WINDOWS 95, 98, NT 2000 & XP. SINGLE USER OR NETWORKED

Logs calls received by the helpdesk
An easy to use dialogue ensures that customer calls to the helpdesk are recorded quickly and accurately. Problems that arise cannot be overlooked and can be tracked until resolved.

Jobs can be assigned to an appropriate operative
All helpdesk personnel can have access to the logged calls and can allocate jobs to their own queue or colleagues. They can see at a glance what their current workload is and current progress of all their outstanding calls.

Track calls made to third party helpdesks
Some calls require assistance from third parties ie. Hardware engineers who will respond with suggestions from their own logging systems. These details can be entered and associated with the corresponding call. This ensures that an external call is not overlooked, furthermore, if an engineer arrives onsite the details of the call and its history are available to whomever receives the engineer.

Allows customers access to track
the progress of calls
It is possible to set up users with varying levels of access, the lowest of these allows 'read only' access. This could be granted to any network user who has access to the system. This will enable customers to view current status of their job without interfering with normal incident management.

Suggests possible solutions based on previous fixes
When the helpdesk logs a call, the person taking that call, will form an idea as to the application and nature of a fault. This information is also logged to the system. This forms the basis of a search, which results in previous fixes to be displayed as a suggested fix to the current problem.

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