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Tele-Support HelpDesk: For help desk, customer service, tech support, and call tracking applications. This is a fully functional help desk application that runs stand-alone (built in contact manager) or integrates with ACT! GoldMine, or Microsoft Business Contact Manager (BCM)contact managers. Includes in-bound/out-bound e-mail processing and linking feature, intake forms, knowledgebase system, bug tracking, priority escalation, detailed timekeeping, contract tracking, detailed reporting, RMA, on-line knowledgebase for customer lookups, inquiry status checking by customers, system alerts, custom forms. Inquiry Tracking
Every call is tracked from initial inquiry to problem resolution. Inquiry history makes it easy to reopen an already closed inquiry. HelpDesk can detect if the inquiry's subject already exists and eliminate duplication and additional effort by your support staff. Quick find feature speeds contact look-up. Open inquiries stay on screen until finished. System tracks number of inquiries opened and closed each day. | Real Time Call Forwarding
Inquiries can be forwarded to any operator or department. If forwarded to a department, the inquiry is opened on the workstation for next available operator, ready for them to pick up the phone and handle the situation or problem. Referral system tracks who is logged on. Callbacks to be scheduled for any date, time, and staff member. Calls can be assigned on a next available basis. Referrals can automatically notify the receiving staff member via email for easy notification of staff not logged into HelpDesk
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You will now have the ability to design what is called on take Forms? These are user-designed forms whose purpose is to ask and store questions and answers as part of the inquiry record, predetermined critical and important information that pertains to a particular type of problem or issue. You may develop and use as many types of forms as may be needed in your organization and assign (link) multiple forms to a single inquiry. Fields on a form may be declared mandatory (desired) or optional.
Example: Your company sells and supports software applications. Incoming issues may fall into the categories of installation, configuration, reporting, or operating system. So when a call comes in that involves onfiguration issues? you would quickly select the configuration form and link it to the inquiry. This form would have questions specific to this type of problem, such as operating system in use, problem occurs at one or all workstations, problem is recurring, operating system version, software version, etc.
This feature means you have unlimited information that you can acquire and linked to an inquiry in a format that best suits your organization needs. This is power! | Hot Tips Knowledgebase
Hot Tips knowledgebase base may use either Rich Text or HTML documents, located on a local hard drive, a company's intranet, or on the Web. Using HTML also means that you can implement branch scripting via hyper links within HTML documents. You will have the ability to view and attach any Windows files via the internet email module. Have your clients using and/or sharing the same HTML hot tips as you use internally.
A proprietary search algorithm finds help files from the natural language description of the problem. Help files can be read by the operator, or emailed to the caller with only a few keystrokes. Email both text and graphic files. Don't answer the same questions over and over. Solutions are just a click away!
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HelpDesk Post Office - (built-in email processing)
We've brought the complete email system, both inbound and outbound, under the control of HelpDesk with built-in email processing, and dedicated solely for HelpDesk's use. This means that outgoing mail can be sent from a global 'support department' but still maintain individual staff names.
Inbound email may be easily routed to the 'responsible' staff person handling a particular inquiry. Easily attach an email to an existing inquiry or create a new one with the information contained.
It allows single inbound email address to be shared by entire support staff and for the routing of inbound email.
Inbound email will automatically link to inquiries, including attachments (which will be filed according to a user defined scheme), along with full message information.
Watch for version 3.1 enhancements that will include the ability to create and add Email Templates and Signatures. Spell check will be added to outbound email. |
HTML Email Templates and Signatures.
Design, develop, and store email templates for specific types of emails. You'll be able to design a message to fit each situation. You'll also be able to merge data from the open inquiry, including contact data, into the email.
Also, choose from a list of developed signature lines, choosing either global signatures or one associated with a particular HelpDesk operator. |
Spell Checking.
We're adding a full featured spell checker that can be used in sending your HTML formatted emails. Eventually, it will be available for use in Hot Tips, Known Issues, and Notepads. |
Sticky Notes
This gives you the ability to attach a "sticky note" to an inquiry, easily flagging the inquiry with a special message for others to see. |
Bulletin Board System
HelpDesk now has the ability to create one or more bulletin boards to aid communication internally for HelpDesk staff and users. As many BBS boards as desired can be created. Each board can have unlimited "sticky notes" attached to it.
Each board can have designated users who "subscribe" to the board. So, you could possibly have something like a "General" board, a "Support" board, and/or a "Developer" board. Each board will have designated subscribers and each will have various abilities based on their security rights.
Boards and messages can have a special "alert" status whereby each subscribed user will be notified of the special alert status. When messages are posted, each user will see a special flag indicating that something new has been posted to a particular board and that they as an individual user has not read it. |
"Stand Alone" HelpDesk.
The stand alone version of HelpDesk has been vastly improved with the addition of the following items:
- Import capabilities have been added to Stand Alone HelpDesk. Sources can be tab delimited, comma delimited, or ADO. Using ADO gives much latitude in attaching to many file systems, including anything to which an ODBC or ADO connection can be established.
- Configurable 'tabs' and 'screens'. You can separate user defined fields into manageable screen tabs. Each tab has a screen which is highly configurable via a forms design feature.
- List box capability has been added to all custom fields added to the stand alone contacts table.
- Multiple entry points (rights access) has been given that will allow such things as the ability to enter, edit, and maintain the contacts table without being a regular HelpDesk user. This would be helpful for a company that wants non HelpDesk clerical users to maintain the contacts table but not go into the HelpDesk program directly.
- The ability to print individual contact records or print contact lists has been added to stand alone HelpDesk.
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