Helpdesk Management - Intranet

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Helpdesk Management Software

Intoweb's Helpdesk Software is a prioritizing and troubleshooting tool, handling queries and tickets sent in by clients or employees. The Helpdesk is the central point of contact for support and request issues. The module is a key asset in companies wanting excellent client care.

Request are prioritsed, categorised and streamlined.

Helpdesk Features

Email requests and queries are sent through form clients / staff and then priorized and categorised
Multiple company specific categories can be created eg general support, email support, staff support, accounts, sales, maintenance
The Helpdesk can be used for client requests and internal staff requests
The Helpdesk can be used internally by staff or externally by clients (If Contacts Module is installed).
Each request is given reference number.
Auto resposes are sent to the requestor with the with notification of request receipt
Notifcations and completion requests are sent through to the ticket holder
Reminders of incomplete tickets are sent to Helpdesk administrators after a specified time.
The helpdesk software is setup with auto-escalation of tickets.
All tickets have an audit trail
Tickets have communication between the administrator and the requestor, allowing for more information to be requested.
Request tickets can be transferred between helpdesks.
Tickets are categorised using specialised keyword algorithms
Pending request options for ticket operators to receive additional information.
Helpdesk operators are assigned to specific helpdesks
Tickets can be transferred between helpdesks.
Navigation and setup is user friendly with links to various pages
Using an SMS module, there is an sms functionality for nofications and replies
Using the Asset management software, tickets can be linked to assets
Facility to rate tickets after completion and provide feedback.

Process

Email notifications have links directing the user to the Helpdesk ticket
Tickets are sent in to the email added in the setup of the Helpdesk software
Each ticket is lodged with a ticket reference number, the requestor receiving this number
Helpdesk managers set up the applicablbe categories into which tickets are grouped
Multiple helpdesks can be used on one system
Each transaction is recorded.

System Intergration

The Helpdesk System can be integrated with Intoweb's CRM and Contacts software module and with the e-mail server. For clients using the SMS module, the system integrated with this as well. SMS packages are the responsibilty of the client

Intoweb Helpdesk Software system

The system uses the Intoweb framework, which includes anti-spamming, anti-illegal file uploading and anti-sql injection, and various other security techniques.The authorised company supplier officers need to log onto the system using a secure username and password in order to process information.

Reports

The reports facility enables you to generate customised reports. Some reports that can be generated are Callouts, Categories, Assets, Ratings, Escalations, User Reports and Operator Reports.

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