Knowledge . Efficiency . Management
Concepts and Terms Jobs Jobs are the problems which users report to you or enter into the system themselves. A Job may be Actioned many times before it is completed. You can rename "Job" from the Tools menu, System Options, - Terminology Child Jobs These are Jobs that must be completed before their parent Job can be completed. A Child Job cannot become a parent of another Job. Action An Action means that you have actually done something in relation to the Job, anything from recording extra information to completing the Job. All Actions are recorded with each Job in an audit trail called the Job History.
Customers A Customer is an organization. If you are using Help Desk Software internally, it will be the company you work for. Otherwise it is those external organizations that you deal with. Departments A Department is a sub-division of a Customer. E.g. Sales, Finance, Marketing. Contacts A Contact is a person. All Jobs must be created against a Contact. The hierarchy is as follows: Customers may have one or more Departments. Departments may have one or more Contacts. Categories Categories help you identify certain types of Jobs. For example, you might categorize according to the probable cause, e.g. Hardware, Software etc. Priorities Priorities allow you to specify how important a Job is. The Priority also determines the default target for completion of the Job.
Helpdesk Operators These are the people who work for you and use Help Desk Software. They create new Jobs and record whatever actions were taken. Assets/Inventory Assets are (usually) physical items. E.g. hardware, software, furnishings, fittings etc. Asset Types Asset Types allow you to categorize Assets. Importing Data from Other Programs It may be that you are upgrading to Help Desk Software from: " an in-house system " another supplier's helpdesk system or you wish to import e.g. Customer information from another database. The best tool is probably Microsoft Access. This has very good data import wizards which should enable you to carry out this task with the minimum of problems. Before doing so, you must understand the structure of the database which Help Desk Software uses (see here). If you do have any problems or need advice, we are happy to help. Database Structure The following diagram may be helpful if you are creating your own reports or importing data from other programs: Please pay particular attention to the relationship Person-Dept-Customers. The Person table holds Customer contacts, but if you only import into the Person table, none will be visible as each Person record must have a link to a Dept record. In turn, each Dept record must have a link to a Customers record. Our Helpdesk Products Desktop Helpdesk Your support staff typically uses Help Desk Software. In addition to the features it shares with our Web Helpdesk, it also provides a rich user interface that will make your job easier:
Complete control over how data is presented (similar to MS Outlook), group records, change fonts/colors etc. Change format according to conditions you define (e.g. to show all overdue Jobs in red). Effectively a built-in reporting tool. Numerous pre-defined filters allow you to show only the information you need, and you can define your own filters. Share data views with other members of your team. Text macros save on typing - enter a short word/phrase and the system will automatically replace it with pre-defined text. Ideal for standard replies. Help Desk Software does all this yet still maintains a simple, clear and easy to understand interface. Your staff will be using it with the minimum of training. Web Helpdesk This is a helpdesk system which is hosted on a web server and accessed via a web browser. You can access the helpdesk from any machine that has a web browser, without having to install a special application. By allowing your customers limited access, you can minimize the number of calls they make to your helpdesk. It may be hosted on Windows 95/98/NT/2000/XP/2003/Vista and uses either a MS Access database (supplied), MS Sql Server or Oracle. The web helpdesk can share a database with our Desktop helpdesk. Helpdesk Hosting We can host your Help Desk Software on our website. This saves you the problems of finding a suitable web host, installation and set up. You don't need to buy a licence outright, we rent the application to you for the length of the hosting agreement. Mail-in Server Lets your customers send a simple e-mail to automatically create new helpdesk jobs, update their existing jobs and retrieve the current status. Works with both the Desktop and Web helpdesks. Main Window
Working top to bottom, left to right: Main Menu The options available will depend on the type of information being shown and your operator privileges. Toolbar Provides shortcuts to commonly used functions. If you hold your mouse cursor over the button a tool tip will display the purpose of the button. Tree View Provides quick access to the major parts of the system View Window This is currently showing a data view. This is the main work area in the application. Status Bar Shows the program version, current date/time and who you are logged in as. Asset Window This window allows you to add/edit a Customer Asset. The following fields are available: Owned by Customer All Assets are owned by a particular Customer. This will show either a drop down or a search box depending on your personal preferences Asset Number This, or Description are required. Description This, or Asset Number are required. Type Required. Enables you to classify Assets, typical values might be e.g. Software, Printer, Monitor etc. If you click on the arrow in the Asset Type field it will display a list of choices. If you wish to add a New Asset Type you can click the '+' button next to it. End-user Optional. Specify which Contact normally uses this Asset. This can be helpful when you are creating a new Job as you can then choose to only show those Assets for the selected Contact. This will show either a drop down or a search box depending on your personal preferences.
Manufacturer Model No. Serial No. Notes Purchase Date Disposal Date Purchase Order Invoice No. Vendor These are all optional. Custom1, Custom2 Optional. These two fields will probably be have renamed (see custom fields. You may enter up to 255 characters. Category Window This window allows you to add/edit a Category. Name Type a description. Custom1, Custom2 Optional. These two fields may have renamed (see custom fields). You may enter up to 255 characters. Default If you check this box, all new Jobs will have this Category by default. Generic If you check this box, this Category cannot be associated with a Customer and will be available when creating a Job for any Customer's Contact. If no Generic categories have been defined, the system will auto-generate a generic category so that there is always one available to choose.
Notify Assigned Operator when a Job with this Category is auto-escalated? You can use this to override the default auto-escalation option for when a job with this Category is escalated Notify this address You can use this to override the default auto-escalation notification address for when a job with this Category is escalated. Notify this operator when end-user creates a new Job with the Web Helpdesk Only applicable if you use the web helpdesk as well as the desktop. By default when an end-user creates a new Job, an Operator named "Not assigned" is assigned to the Job. Using this option, you can choose which Operator is assigned based on the Category of the Job. Priorities You can restrict which Priorities are allowed for Jobs with this Category. Customers Associated/Customers Not Associated If this Category is not Generic (in which case it would be available to all customers - see above), then you can restrict which Customers have this available to them when you create/action a Job for that Customer's Contacts. This effectively gives customer-specific priorities, workhours and escalations (because you can also specify category-specific priorities and workhours). Working Hours Button You may override the default Working Hours (set from the Priority window) for specific Categories.
Powerful HelpDesk Software Help Desk Software will help you manage and control your help desk operation, without forcing you to change the way you work. Sensibly priced We charge per concurrent user, not individuals This means you only pay for the number of people you expect to be simultaneously using the helpdesk. By doing so, we can make Help Desk Software affordable for small and medium sized enterprises. Many of our customers have told us they looked at help desk software which is more than 10 times our price - but, in their words, "wasn't anything like as good". Simple to use No extensive training is required. Our customers tell us that one of the major reasons they chose Help Desk Software is they found it very easy to understand and learn how to use it. Adapts to your needs Choose the type of organization you support - e.g. multiple or single external customers, and Help Desk Software will adapt to hide non-essential information. Scalable Can be used with the supplied Access database, Microsoft Sql Server or Oracle. Extensive Reporting Supplied with many reports. If you need further reports, you can build your own reports using many of the commonly available reporting tools. Integrated solution Use a Web browser, a desktop application or email to interface with the help desk.
Trial Versions All our helpdesk products are available for download as 45 day trials. The trial versions are identical in function to the licensed versions except that after 45 day the programs will cease to run. Once you purchase, we will send you a licence file, which allows you to continue using the product and any data, created during the trial period. We accept purchase orders, checks, bank transfers and credit/debit cards and PayPal Please complete the order form at the above address and select your payment method. When you order on-line we will immediately provide you with temporary licence files via e-mail, you can then continue to use the program and all the data you have created during the trial period. Once your payment has been received, we will send you the permanent licences. Licensing We charge per concurrent user, not individuals This means you only pay for the number of people you expect to be simultaneously using the helpdesk. We believe this is the fairest pricing policy to suit businesses of all sizes. When an operator logs in they consume a single licence. When they log out, this licence is released. If an operator tries to log in and you do not have sufficient licences the system will not allow them entry, in which case you may need to purchase additional licences..
Please note, each licence is per database server. For example the following situations would only require one 5 user licence: " Up to 5 simultaneous users all in the same office. " Up to 5 simultaneous users who may be in different locations but are using a single, central database. If you have several offices which all wish to use our Desktop helpdesk, and they each have their own database, they must each purchase a license for the appropriate number of users. Features Here are just some of the features you will find in Help Desk Software: Automatic escalation. Automatic e-mail notification when Jobs become overdue by specified number of hours. Full audit trail of what actions were taken and by whom. Reports generated in HTML format to enable easy publishing to your own web site. Create 'child' jobs which must be completed before the 'parent' job can be completed. Link files to Jobs - useful for e.g. screen dumps of error messages. Define multiple views of your data - you control the formatting, even specify conditional formatting (e.g. to make all overdue Jobs appear in bold red). Define your own private and public views to share with other operators. Flexible filters of data allow you to e.g. show only overdue jobs assigned to yourself. Export data to text or html pages. E-mail notification keeps both customers and operators informed of progress. Manage support contracts by expiry date and/or number of new Jobs. Text macros simplify standard replies Classify jobs into categories. Prioritization of jobs. Transfer of jobs between operators. Specify target completion dates. Maintain customer, contact and Asset/Inventory details. Multiple jobs databases - so you could maintain one for helpdesk, one for orders etc. Individual privileges control those parts of the application available to each operator. Online tutorials and full, context sensitive help.