HelpDesk Feature Checklist

This checklist gives you a quick overview of how HelpDesk can help you facilitate and improve the organization of external and internal support.

Program

• Web-based software
• Secure login
• Multilingual: English, Spanish, German, French, Swedish
• Shortcuts to other Artologik programs
• Simple graphics, easy to navigate
• Add your own logo on the login page
• Calculator
• Weekly planner
• Optional time tracking
• Online manual

Ticket Registration Forms

• Customized forms
• Compulsory questions
• Expected finish date per ticket
• All email communication in one place
• Possibility to include attachments

Ticket registration and reception

• Registration of tickets online
• Reception of tickets by phone
• Reception of tickets by fax
• Reception of tickets by email
• Web alerts upon reception of new tickets
• Email reminders when new tickets remain unopened
• Possibility to create a ticket directly from an incoming email
• Possibility to close a ticket at registration
• Creation of standardized answers, in different languages
• Allocation of priority levels to tickets

Ticket handling and delegation

• Emailing straight from the ticket
• Automatic reopening of closed tickets upon the reception of an incoming related message
• Automatic delegation of tickets
• Automatic sorting of emails
• Automatic reminder function for relevant support staff

Ticket Solutions

• Public FAQ accessible by both customers and support staff
• Standardized answers per object
• Knowledge database with all tickets available for support staff and system administrator
• Optional automatic email sent upon closure of ticket
• Connection of several contacts to one single ticket

Accessibility

• Global access to the program
• Secure login regulates access to the various functions
• Possibility to register tickets 24h a day, 7 days a week
• Multilingual software
• Customers can see the status of their own tickets without having to contact support staff
• Support staff do not have to be in the same geographical space to work together

Reports

• Handling time
• Ticket volumes within various time frames
• Ticket volume per customer within various time frames
• List of tickets - 29 variables available
• Report generators available for you to tailor reports
• Detailed statistics for streamlining information flow and anticipating support issues

Administration

• Specification of opening hours for the support desk
• Specification of default language at sign-in
• Specification of welcome message for the front page
• Specification of some program texts
• Question bank
• Standardized answers
• Ticket confirmations
• Automatic email responses
• Object administration
• Self-defined priority settings
• Connection of objects to specific ticket operators
• Standardized answers for each object
• Connection of different questions to different objects from the question pool
• Connection of organizations to objects

Users

• Choose for which object each user can give and receive support
• Import users from text file format
• Three internal access levels (support team)
• Three external access levels (customers)

Solution Search

• Simple object based search, with free text option
• Advanced search, with many possible variables
• Various FAQ lists with most frequently asked questions

Plug-ins

• Advanced ticket handling with support lines and organization groups
• Product registration
• Time registration via a connection to Artologik TIME
• Connection to your LDAP server