Sunday, 28 October 2012

Features of Online Web Based Help Desk Softwares

Features of Online Web Based Help Desk Softwares

Online Web Based Help Desk Softwares enable end-users to submit trouble tickets via a browser or through email. It automates several key workflow tasks such as case routing, acknowledging requester/technician notifications and handling of SLA rules. As a result, your support organization can now realize higher levels of productivity, keep everyone informed, provide superior service, improve problem resolution times, share knowledge effectively and keep end-users happy.

There are various features of Online Web Based Help Desk Softwares:

1. Several Easy Ways to Create Trouble Tickets

Email to Request conversion: Automatically convert the emails sent to Help Desk into trouble tickets.
Web Enabled: Online Web Based Help Desk Softwares enable your end users to submit support requests (trouble tickets) from anywhere, anytime using just a browser.
Network Generated Tickets: Automatically generate trouble tickets when network devices fail.

2. Active Directory & .CSV Import

Active Directory Integration: Import Requester (User) related information from Active Directory (AD).  Authenticate user login through AD.
Import from .CSV Files: Import Requester & Asset details from .csv files.
User Survey: Conduct Customer Satisfaction & User Surveys. Also get User Survey related consolidated reports.

3. SLA Violation Report

Complete History of Request: Complete change history of a request is maintained to facilitate audit processes. You can also lookup a history of requests from a particular workstation to identify workstations with chronic failures.
Help Desk Reports: Get complete reports on Help Desk load, technician performance and SLA violation.
Holidays / Operational Hours: You can configure yearly holidays and operational hours for your help desk. You can also create special Service Level Agreements that override these operational hours in case of emergencies.
Technician Notes: Technicians can add notes to the request to add related information like action taken.
Notify Technicians: Automatically notify technicians when a new request is assigned to them.
Automatic Escalations: Escalate requests to different support reps within your staff and notify managers when cases are not resolved within specific time limits.

4. SLA Management

Create User, Department, Priority or Category based SLA rules and ensure compliance.

5. Knowledge Base 
Knowledge Base: Using the Searchable Knowledge base, both the technicians and the end users can search for solutions to common problems.
Self-Service Portal: End users can use the self service portal to submit new requests or check the status of their open requests.
My Tasks: Create follow-up tasks and never miss an appointment or forget an important call.

6. Administrator Console

Keep End Users Informed: Automatic email response to Requesters on request creation and closure.
Flexible Help Desk: Add custom fields to the request form to capture information specific to your business needs
Automatic Case Routing: Automatically assign requests to support reps based on the type of request.
Workstation Info: Get complete hardware and software information about the affected device directly from the request.

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