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The Helpdesk module is packed with many features available in
any world class web-based helpdesk software, you will find below a complete list of
all features the Helpdesk (HD) module holds.
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Helpdesk Module - Full Features List
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Security and
Restriction Controls |
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• Separate
main and admin applications to
protect/control: Priorities, Statuses,
Categories, Settings, etc. |
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• 100% web based, does not make use of any special ports and you can
access from any computer anywhere with no additional software
installations. |
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• Start screen
provided to manage issues, their status,
current statistics, sorted by issue type,
issue status, assigned by user, assigned to
user, ...etc. |
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• Upload
option and type of documents allowed (it can
be pdf, zip, doc. files ) controlled by administrator. |
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• 24\7
customer support,
your customers have an advantage over e-mail
communications (as it might accidentally get
blocked\lost by a Spam-filter on either sides)
and over phone communications (you might be wasting
your time, waiting until your turn arrives in
the status queue, and when you eventually get
a hold of someone, they may not have a
solution for you right away, as they may
re-assign you to some other department and the
waiting continues) now, your customers will
relax knowing that their issue is routed to
the appropriate agent\technician once they log
in. |
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Issue
Management |
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• Each
logged-in user can be configured to create and
track the status of his own issues (only). |
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• Three
levels of security categorized as users,
managers and administrators with a set of privileges. |
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• Ability
to spread the work-load among various
agents\technicians by assigning it to
different people. |
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• Search
capability by client name, nature of issue,
issue's number, 'assigned to me',
'assigned by me' ,priority status and
keywords. |
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• Summary
of what's happening with the issue at the main
page, number of tickets open, on-hold, ...etc. |
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Issue
Details |
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• Issues
can be sorted, based on date, priority,
...etc. |
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• Issues
receive a unique number at the time they are
created automatically. |
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• If
an issue is viewed by an agent\technician the
system will log that in the issue history,
this way your customers will be confidant that
they will get a response as soon as an agent
reads their issue. |
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Advanced
configurations |
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• User
information is stored for further reach. |
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• Custom
input fields creation option. |
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• Upload
Enable\Disable option with acceptable extensions
(doc, .zip, .pdf, .txt ...etc.) |
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• Custom
Notify messages, and E-mail alert setup. |
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Administration
Application |
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• Issue
status manager included to update, close or
retire (clear all the history) of an issue. |
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• User
management section to add\edit details, accessible
only by Administrators. |
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• Full
support available for users who bought the HD Module application, in the members-only
section. |
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• International
symbols and icons used to speed navigation in a
user-friendly style.
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• Utilization
of cascading style sheets (CSS) to standardize
look and feel of text and hyperlinks. |
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• Natural
graphical user interface (GUI) to enable quick
and familiar navigation. |
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• Application
section menus make getting around easy and
productive. |
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• Placement of
entity add, edit, delete, and listing links are
congruent throughout applications. |
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• Graphical
Icon sets provided to customize the look and
feel of the application. |
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• Browser
compatible for various versions of Internet
Explorer (IE), Netscape, Mozilla, and Macintosh.
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• Centralized
database design that includes core, and sub-core
tables. |
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• All products
can be used independently or together, forming
an application suite tailored for your
business. |
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• Normalized
database design to avoid redundant data storage
and maximize retrieval efficiency. |
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• Integration
with legacy enterprise resource planning systems
is made easy due to pre-planned data
mapping. |
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• Business
entities (categories, issues, statuses, etc.)
are stored with numeric system identifiers. |
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• Database
generation scripts and initial data feeding
scripts are provided for your SQL Server. |
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• Easy
installation (FTP the ASP files up to your
server, and run the database script). |
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• No
need to rely on expensive tools
if you need to customize the software. You can
use Notepad. |
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• "Logout"
feature to end a session when a user has
completed their work. |
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• User
credentials verified on every page of the
application, not just on the login page. |
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• The
HD Module runs under your own domain and site. You don't have to pay any recurring fees or rely on a 3rd party
to maintain your Helpdesk. |
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• Free
Active X
components provided for Upload and E-mail
functionality (run 2 exe files on
web-server.). |
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• Global use of
stored procedures put sensitive SQL commands in
a strict and hidden environment. |
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• This powerful system doesn't require any additional software, no monthly payments or expensive programming and comes packed with everything you need to provide a fully
accessible and easy to use Helpdesk system for
your web site. |
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• If
you need to protect your customized ASP code,
we provide you a script to encrypt some pages,
in the members section so nobody can see the
actual code. |
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• Double
Integers are used to store business entity id's
to enable massive amounts of data. |
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• Canned
configurations included for quick customization,
and source code for more in depth changes. |
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• Included
folders with image files (Templates) used for site,
and email sending functions, so a customized
look and feel can be reflected globally. |
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• Folders,
source codes and image files are in a fully customizable
format. |
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• Comments
included in every ASP source code paragraph,
making it easy to understand and change. |
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