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Product
descriptions:
Overview
sitehelpdesk
sitehelpdesk-IT
sitewebdesk
HSImonitor
SLAmonitor
Configurations
Topology
ITSM
/ ITIL
Feature
Summary
Download
free
trial
Pricing
and Purchasing:
Helpdesks
PC
Auditing
Ordering
software
General
Information
About Us
Mission
Testimonials
Channel
Partners
Sales
& Support
Community
Services
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 is a
feature rich support
solution suitable for use by any internal support function. From a link on your Intranet,
this web browser
based software provides your company employees with
online support and self help even when you are not available. The
unique design features will allow you to get fully up and running within hours of
installing.
sitehelpdesk
forms the core support service solution at the heart of our product range. This
may be downloaded from this site
and is then easily upgraded for additional features relating specifically to support
in an IT Service department (sitehelpdesk-IT) or for external Customer support.
(sitewebdesk).
Scroll down the page
for highlighted reviews of sitehelpdesk- click on images to enlarge and open in
a new window
User Call
Logging and Self Help
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Internal staff may log support calls directly from a link on your Intranet
using Netscape, Mac IE or Microsoft Internet Explorer.
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Optional screen layout
designs, fonts, colours and terminology used.
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Option to use NT login authentication to identify the
user. 
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Option to allow free format of
user name and other information required to create new users 'on the fly' as
calls are being logged.
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Numerous options for additional
validated information entry.
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Auto assignment and notifications of call
reference number.
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Options for Scripted questions,
answers and prompts for self help or to obtain additional information.
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Self help with FAQ's and links
to documents, web pages reports and graphs
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User events entry and close
call
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Options for automated email notification
to Operators.
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Satisfaction feedback.
Operator
Call Management
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Support Operators log into sitehelpdesk from any PC with Microsoft Internet
Explorer or a PDA.
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They are presented with their call log summary and any follow up actions
due in
the next week.
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Drill downs are available to immediately open related call
details and begin work on resolutions.
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Enter telephone support requests using
rapid search facilities and click through on user names.
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Option to allow Operators to
create new users 'on the fly'
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Call Type Scripting can
prompt operator with resolution or collect useful and relevant information.
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Templates may be set up for
individual or multiple related calls for rapid entry and to ensure
procedures are always followed and quick fixes get logged. (template selection only appears when some
are available).
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Email
integration create calls sent via
email - integrates with MS Exchange Server and POP3 for full email integration
including attachments and tracking emailed replies.
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Operators
have access to calls highlighted
with impact and SLA severity via traffic light flags indicating when
thresholds are reached. See SLAmonitor review
for more information >
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On screen specific help is
always available from the
? button and all help text may be edited with specific instructions.
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Various
work flow options depending on operator privileges.
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Knowledge
base key word search interfaces across call history KB, links and FAQ's.
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Links
to technical papers, third party support sites and internal
documentation.
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Add and Edit FAQ database with
attachments to further information for Operators and end user self help.
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There is also an Internal Staff
Contacts list that may
be linked to directly from your Intranet with optional links to their
photographs.
Reports and
Graphs
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Numerous
predefined reports of call volume summaries with drill down into details.
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Time tracking and
recharging / billing reports
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Call volume trend analysis
and status summary reporting
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SLA report for user specified
periods grouped by Operator or SLA category with drill down to identify offending
calls.
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Graphical analyses
reports and a graph builders
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Flexible Query By Example report
generator provides access to the database and selections, sorting and display
preferences plus save and retrieve options
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Spreadsheet links
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Summary
statistics tables
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Graph
and report generated pages may be saved as links and made available to end
users These may be static or real time dynamic results that are made
available online.
All this and more at an unbelievable price - Click
here to download a free trial of sitehelpdesk
and see how it can benefit your organisation
>
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Advanced
web browser
based helpdesks, PC
