Problem Reporting Software and Helpdesk Control

A dynamic helpdesk support system for recording, managing and solving problems that may arise with assets, inventory items and application software. The software enables active support to be offered to users – both internal and external – of these business facilities by providing centralised services for handling a plethora of issues.

The system, which may be used for logging customer support calls, raising enquiries, noting equipment failure and scheduling technical upgrades, incorporates a powerful browsing facility which provides users with a truly painless method through which to search for clients, contracts and reported cases.

Features & benefits:

• Complete history of each user's past problems is instantly available.
• History of problems and solutions for similar items are viewable for guidance.
• Automatic action plans and scheduled escalations.
• Provides centralised support for both in-house issues and customer queries.
• Manages Service Level Agreements (SLAs) with suppliers and independent service providers.
• Improves internal budgeting through the correct apportionment of costs across departments.
• Automated email, e-fax and work order generation to notify users of overdue actions.

Single System, Dual Function

The module constitutes two main elements – Customer Case Management and Helpdesk Management. The Customer Case Management function enables Support Consultants or Helpdesk Managers to view, maintain and update all related and interrelated details on a particular case or customer. The Helpdesk Management system is a query logging facility by which users have the option to log or search for cases according to very specific criteria. Previously solved and closed cases go on to contribute to a 'knowledge base' which can be consulted in order to source solutions to issues that have been identified at some point in the past. Where a query is being logged, action plans and escalation plans can be generated to ensure that the case is constantly updated with the appropriate levels of support and management.

Combining a powerful search function, advanced reporting facilities and extensive detail storage capacity, this module enables users to gain thorough control in managing a healthy, successful and flexible helpdesk operation.