Help desk software HelpdeskAdvanced available versions

Help desk professional version

The PROFESSIONAL version permits to use the solution with database Microsoft SQL SERVER 2000/2005, and also with database Microsoft MSDE/SQL Express 2005.
Database Microsoft MSDE/SQL Express 2005, that has some structural limits, involves some limits also on modules and clients of the solution, to maintain a good function of the solution itself.
Contrary, using database Microsoft SQL Server 2000/2005 there aren’t that limits, but it’s better verify the hardware infrastructure to use correctly the application.

Enterprise version

To use the ENTERIPRISE version is necessary the purchase of Microsoft SQL SERVER 2000/2005 database.
In the standard configuration, it includes some modules: Analysis & Reports, Advanced Reporting, iWebPRO, Workflow, PowerFinder.

eSupport (Gold / Premium edition)

Based on our experience with HelpdeskAdvanced we have created a new solution for the management of professional helpdesk, customer care and customer service. It’s called eSupport and it offers a made-to-measure solution to the SME market.

	PROFESSIONAL		ENTERPRISE
	MSDE	SQL server 2005	SQL server 2005
TRACKING – Users and calls management	BASE	BASE	BASE
RESOURCE/COST CENTER – Cost center and helpdesk operators management	BASE	BASE	BASE
HELPDESK – Knowledge Base of the Company	BASE	BASE	BASE
ANALYSIS/REPORTS – Analysis & reporting	optional	optional	Included
IWEBPRO – Web interface for helpdesk operators	optional	optional	Included
WEB MULTILANGUAGE – Tool that translates the products in every language	optional	optional + Web	Included
ADVANCED REPORTING – Business Intelligence applied to HDA		optional	Included
WORKFLOW – Workflow designer		optional	Included
POWERFINDER – Research and indexing of documents and information in HDA		optional	Included
ASSET – Asset management	optional	optional	optional
MAIL – Management of service requests via e-mail	1 mailbox	3 + n mailboxes	optional
IWEB – Customer Care /Service portal for users/consumers	optional	optional	optional
GSM/SMS – Integration with the SMS technology	optional	optional	optional
CTI LINK – Integration with call center	optional	optional	optional
SDK – Development tool for integration with other tools or applications tool	optional	optional	optional
XML.NET – Connection to outside systems of Helpdesk	optional	optional	optional
BDA2008 – Analysis and management of data from the HelpdeskAdvanced database with geographical map views	optional	optional	optional
ADDITIONAL INSTANCE – the same server modules of the first instance/installation. Clients have to be purchased separately		optional	optional
TEST PLATFORM – test environment parallel to the instance of production		optional 3 client	optional 3 client
SUPERVISOR – KPI management, analysis in real time		optional	optional
LANDESK INTEGRATION– Native integration with LANDesk Management Suite	optional	optional + Asset	optional
LOTUS NOTES INTEGRATION – Integration with Lotus Notes	optional	optional + Mail	optional
CUSTOM DICTIONARY – specific terms of the operator interface	optional	optional	optional
COMMUNICATION MANAGEMENT – send communications via e-mail, fax and sms (it requires the relative integration modules SMS, fax and mail)	optional	optional + Mail Fax SMS	optional
ADD-IN PDF – Off line management of information, actions and activities	optional	optional	optional
ADD-IN FAX – Manages assistance requests coming via fax with the automated ticket creation	optional
PAT REPORT DESIGNER – tool that creates reports in html, xls, rtf and pdf formats	optional	optional	Included
POWERFINDER CORPORATE – Research and indexing of documents and information in HDA and on the company network	optional	optional	Included