Plug-ins - Additional Functions

Customize your support system with plug-ins to adapt HelpDesk to your organization’s ticket handling routines. Choose from an LDAP directory service, product registration, advanced ticket handling, or a connection to Artologik TIME. Do you need other functions? Contact us for more information and a quote!

HD-Advanced – Advanced ticket handling

With HD-Advanced you can structure the support organisation in different levels, hence creating a delegation chain. This makes it possible for you to get a more structured way of working at the same time as the service level increases. The plug-in also lets you administer SLA (Service Level Agreement) with reports showing how you fulfil your commitments as well, as the possibility to set so that reminders based on the SLA times are sent via e-mail.

The plug-in HD-Advanced also offer functions such as: hierarchic object structure, classification, standard tickets, quick case, sub-tickets, ticket connections and end customers.

HD-LDAP – Directory service

By connecting HelpDesk to a directory service double administration can be eliminated since user information is collected automatically from a directory. This saves time as the administrator only has to update user information in one place. The update of this information occurs every time the user logs in to the software, or when the administrator chooses to import user information. Updates can also occur automatically, for example each night.

The biggest advantage for the user is that an environment with single-sign-on can be created, which means users only have to log in to the network in order to have access to the support tool.

HD-TIME – Time registration

With HD-TIME you can time the work you put down on tickets and invoice customers down to the minute. The plug-in lets you manage the time registration with only a few clicks and you can extract invoice details and invoices in a smooth and easy way.

Apart from HelpDesk and HD-TIME, you need the time management software TIME. In the price list you find information helping you to decide which size of the software you need. You can also contact us for further information.

HD-SSL – Encryption

With HD-SSL you get the possibility to demand that those accessing HelpDesk do so via a so called https connection. When an https connection is used the transmission is encrypted with SSL technique (Security Sockets Layer). Higher security can be good if you handle sensitive information and/or personal information.

Please note that an https connection requires the web server on which the software is installed have a certificate for the current domain address. If the software is installed on your own web server, you are therefore required to get a certificate from an authorised issuer in order to facilitate an https connection.

HD-Track – Article directory

Complement your HelpDesk with an article directory to get an overview over which articles and products each separate support customer have, at the same time as increasing the service level.

The product directory easily connects your articles to customers giving you access to support history, which can help you in your work. You also see the reason for questions and issues handled by the support. When you know which products demand the most support you can easily organise the resources of the support department from that knowledge and steer the product development in order to improve the product and eliminate common problems.

HD-Map – Map function

With HD-Map you can mark a distance or area on a map (Google Maps). The function can be used for different types of tickets demanding area specification of some sort. Upon registration the customer mark the area which the ticket concerns and the ticket operator can get a quick and good overview of what the ticket is about.

If the ticket operator needs information about other tickets for the same area, it is possible to show all tickets concerning that specific area during that time period.

HD-SR – Survey function

HD-SR is a new plug-in bringing together Artologik HelpDesk with Artologik Survey&Report. The plug-in makes it possible to connect Survey&Report to your support system and in that way enable for surveys to be sent to support customers who have registered tickets. The survey can, for example, be about what they thought about the support they have received.

The different settings in HelpDesk allow you to specify when and to whom the survey should be sent. Users (or respondents, as they are called in Survey&Report) are collected from HelpDesk according to the set rules. The survey as such is constructed in Survey&Report and it is also there the answers are collected for further analysis.

Apart from HelpDesk and HD-SR, you require Survey&Report. In the price list for Survey&Report you can find information to help you decide which size of the survey tool you should have.