About this Product

Help Desk is a web-based business application for management and control of user-related issues. It is suitable for any size of organization – from small businesses or departmental applications to multiple support centers. Help Desk automates the service and support activities and provides real time data for precise issue resolving. The application enables customers’ self-service and maintains a useful knowledge base.

Help Desk comprises six modules:

Issue Manager
Issue Manager makes it easy to keep the issue resolving process accurate and up-to-date. It provides a set of services which covers the whole workflow from the issue registration to its resolving.

Notifications
Mail notifications, onscreen reminders and time-based alerts are available for the issue resolving team members in order to handle and resolve the case in time.

Real Time Reports
Help Desk provides a set of standard statistics and searches by different criteria included in the issue records and knowledge base. They give a complete picture of current and historical performance in the field of case management.

Knowledge Base
Create and take advantage of knowledge base items about well known and frequently met issues and cases. For bigger convenience, knowledge can be organized in groups and sections. For fast and easy customer service, your clients have access to your knowledge base as well.

Customer Self-service
Help Desk has a simple and intuitive web-based interface which allows your customers to interact with it and to submit issues. The dynamic self-service information allows users to search an issue and get real time information for a prepared solution. In addition, your customers can become self-supporting anytime they search into a certain knowledge base.

Administration Tool
The Administration Tool provides services for users’ group and role definition, users’ access control and internal workflow definition.

Benefits
The solution improves your ability to support your core business activities. Your company can achieve the following distinctive benefits:

• Better customer service
• Time saving
• Operational cost reduction
• Fits your size