HelpdeskAdvanced is your Customer Service

We know that providing access to critical information on the corporate website would reduce call traffic and increase customer satisfaction levels, but we don't have the resources to maintain our FAQs effectively...

Tracking	Data and information stored intelligently Tracks all tickets, service requests and history in a single INBOX All information constantly available anywhere and in a fully personalizable GUI Hierarchical structure Rapid ticket search facility Integrated and complete view of all relevant information Automatic, personalizable escalation procedures Automatic ticket controls Alerts constantly in view Performance monitoring Automatic alert generation, deliverable to any device
Resources & Cost Centers	Quick management of resources and cost centers 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
Helpdesk	An active and efficent support department Provides automated generation of company database / knowledge base Solve the problem at the first call Manage and organize the knowledge base rapidly, efficiently and automatically All formats supported: doc, html, pdf, txt, etc Import documents from any source via OLEDB or ODBC Information available to end-users on a self-service basis via the web Increase productivity and reduce response times Reduce training times
Optional modules
	HelpdeskAdvanced wherever you are 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
	Self Web Service with the portal iWeb 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
	You will accumulate all the necessary documentation just in a moment 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.)
	Timely decisions about marketing, support or sales with Business Data Analyzer Analysis and management of data from the HelpdeskAdvanced database with geographical map views The module is supplied with updated maps
Mail	Customer service authomatization 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
Asset	The correct way to manage the store Management of hardware and software components Full warranty and maintenance contract management Diversified and personalizable SLA assignment Data can be imported from external data sources automatically Reports on reliability, call traffic, costs etc Integrated with desktop management and remote control software solutions Differentiated operator asset assignment permissions Components can be swapped from one asset to another
Analysis & Reports	Module to create custom reports 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.
CTI LINK	Computer Technology Integration Connection to CTI solutions and telephone interaction devices Integrates the connection between client data and voice inside HelpdeskAdvanced
SDK	Software Development Kit 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
HDA Web Multilanguage	All the helpdesk in your 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
GSM / SMS	The module, complete of hardware device, that permits you to send and recive SMS 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
Upload / Download	Administration area to upload and download file web Allows for web-based management of ticket attachments, even in partial solutions
Workflow	Ticket workflow management Module for the management of events and actions inside a ticket Permits connection to external databases and applications
LDM	Lan Desk Management Native integration with LANDesk Management Suite 8.x Integrated hardware and software inventory Unique database Integration of inventory data with other asset information Enables all support operators to perform remote control activities Requires no additional infrastructure
XML .net	eXtensible Markup Language module Allows easy access via webservices™ and the use of the XML protocol Enables connection to outside systems while keeping the information updated Facilitates the creation of interconnected and updated system networks
Advanced Reports	Advanced analysis of the information contained in HelpdeskAdvanced Allows navigation among the data Allows for the automated sending of information to users of the service