HelpDeskPro

You can look a long time but you won't find ANY help desk applications for IBM Lotus Notes/Domino with the features of HelpDeskPro.

Comprehensively designed for corporate use, but with a pricing model to suit both large and small enterprises, HelpDeskPro offers a proven help desk system which fully exploits this collaborative technology.

HelpDeskPro is proving to be the system of choice for organizations managing in excess of 10,000 calls per month down to organisations taking only 2 or 3 calls per day.

If you're looking for a system that is easy to use but delivers on features, helping you conform to ITIL best practice and standards - then HelpDeskPro should be in your shortlist.

Key Features:

CALL MANAGEMENT
- Call Logging via manual entry, email or the web
- Service Level Agreement configuration
- Category based call scripting to provide efficient first line support
- Allows entry of up to five levels of categories
- Recordable chats with online callers and technicians
- Mask technician names from callers
- Caller email correspondence routed back to the original ticket
- Task Management with in-built workflow
- Problem Management to assist with proactively addressing underlying trends/causes of multiple incidents
- Request for Change to manage new or additional customer requirements

WEB PORTAL
- Customizable Caller Portal displayed in any language includes a self help Knowledge Base
- Technician Portal
- Customizable web forms e.g. customer survey to gain feedback on the service the helpdesk is providing, which can be triggered when a call is closed

PROFILE INFORMATION
- Configuration Management
- Asset Management that manages software licensing, hardware warranty and support information
- Customer profiling via either Customer Profiles module, NAB or 3rd Party Database or via integration (ODBC) to other systems. Ability to synchronise with the NAB
- Technician profiling in terms of skills and availability

REFERENCE INFORMATION
- Knowledge Base available which captures solutions to issues enabling learning to be shared between technicians and users
- Store specific details of internal support policies and procedures, configurations and other technical documentation in the Information Library
- Ability to archive closed tickets periodically

INTEGRATED TECHNOLOGIES
- VisualAuditPro and Courion Password Management software
- PocketPC, Blackberry and SMS
- Sametime