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Service Desk Express Edition
Contact management for organisations and people
Import / update person records from Active Directory
Support request management
Definable priorities, service levels and rolex uk business hours
Definable support request types and categories
Escalation to breitling replica uk vendor support
Definable request status
Full capture of Call history
Ticket printing
Email templates with definable standard paragraphs
Document, file and URL links to support requests
Solution capture at hublot uk two levels, service user and technical
One-off and recurring tasks
Custom fields
Definable help for protocols, service level information, etc
Service Desk view for effective team working
Service Desk Professional Edition
All the features of the Express Edition plus...
Asset management for hardware and software
Hardware templates
Support contract management
Assets fully integrated with Calls
Fully featured Knowledge Base (KB)
Auto-creation of KB articles on Call closure
Email Responder
Audit Module
Available for the Service Desk Professional Edition
Auditing of Windows devices
Automated updates of Hardware and Software records
Software licence and installation management
Automatic email responses
Manage incoming email support requests
Auto-create Calls
Automatic notifications to customers and support teams
Transfer email attachments to Calls
Manage Call related email conversations
Web Module
Customer portal for submitting service requests
Add information to existing tickets
View support history
Search and view Knowledge Base articles
Analyst portal for managing work list
Team Intray for incoming tickets
Create and edit Knowledge Base articles
Software and hardware asset registers
Customisable help pages
Features
