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.
With HD-Advanced, you can structure the support organisation at 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 and the possibility to set so that reminders based on the SLA times are sent via e-mail.
The plug-in HD-Advanced also offers hierarchic object structure, classification, standard tickets, quick case, sub-tickets, ticket connections and end customers.
By connecting HelpDesk to a directory service, you can avoid double administration. Since the user information is collected automatically from the directory, you save time as the administrator only has to update user information in one place.
The information updates 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 most significant 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 to access the support tool.
HD-SR is a plug-in that connects Artologik HelpDesk with Artologik Survey&Report. With this plug-in, you can send surveys to your support customers. You can, for instance, ask your customers about the customer service they have received and get fast feedback.
There is no charge for the plug-in. However, both Artologik HelpDesk and Artologik Survey&Report licenses are required for the plug-in to work.
Artologik Survey&Report is a powerful survey tool with a variety of functions. Customize your reports and publish them on your website or export them as PDF, Word or Powerpoint. In the price list for Artologik Survey&Report, you can find information to help you decide which size of the survey tool you need.
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 specifications of some sort.
Upon registration, the customer marks the area in 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.
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.
Complement your HelpDesk with an article directory to overview which articles and products each separate support customer has and increase 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.
Knowing which products demand the most support, you can easily organise the support department's resources from that knowledge and steer the product development to improve the product and eliminate common problems.