Base modules

Tracking

Define and manage helpdesk operators and other system users by skills, groups, permissions etc
Manage and plan operator workloads and costs
Monitor activities, project costs and timings all by service provided, client or group
Automated registration of activities can be activated/deactivated
Easily personalizable and configurable

All basic functionality available via an internet browser
Facilitated access for operators and helpdesk personnel for web-based ticket management
Complete operator activity management
Reports can be generated viewed and printed from the web in rtf, pdf, and excel formats
User-definable functionality
Administrator can personalize the GUI
Gives knowledge base access to remote operators allowing effective requests management from the field
Allows use of the same tool by two operators in different locations using the same database to provide superior customer service

This is the Customer Care /Service portal which offers full 24/7 service without added costs
Web-based access with user defined parameters
Request sending, ticket creation and tracking, view of partial solutions and final solutions
Ticket forwarding, automated ticket creation and tracking, resolution steps and solutions
Self-service access to Knowledge Base for end users
Provides access to FAQs, downloads, forums and dedicated or general news
Allows dynamic database searching for known solutions and issues

Management of service requests via email
Automated ticket creation and tracking, partial solutions, activities and asset management via email
Automated (and personalizable) tracking and workflow of requests via email
Ticket has same subject as the email
Allows communication with outside resources (partners, suppliers) for the resolution of problems
Automatic or manual email generation
Text editor for the creation of personalized emails based on type, urgency and client /user
New dynamic keywords can be created during the creation of an automated email response
Integrated with SMTP and POP3 email protocols

Module for the generation of personalizable reports
Allows for the creation of personalized queries
Includes a tool which verifies which is the best query to use for a specific data report
Creation of pie-charts, graphs or tables for report statistics: response and resolution times, open and closed tickets, workload, level of customer satisfaction, etc

Development tool for integration with other tools or applications
Contains a library of COM objects providing access to HelpdeskAdvanced without using the GUI
Makes the main functionality available in a visual language

Tool for multilingual management of the web GUI (only with iWeb)
Enables the use of the GUI in any number of languages working from the same database

Module for the sending and receiving of text messages, complete with hardware
Manages assistance requests coming via text message
Automated ticket creation and tracking, partial solutions, activities and asset management
Editor for personalizing the text of automated emails based on dynamic keywords
Sending of notifications, reminders and modifications to ticket status

Allows for web-based management of ticket attachments, even in partial solutions

Allows search and indexing of information in HDA and on the company network
Provides search functionality of documents in all formats (doc, html, pdf, txt etc.)

Analysis and management of data from the HelpdeskAdvanced database with geographical map views
The module is supplied with updated maps