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Product Feature Summary
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Product descriptions: Overview sitehelpdesk sitehelpdesk-IT sitewebdesk HSImonitor SLAmonitor EMLmonitor Configurations Topology ITSM / ITIL Feature Summary Download free trial Pricing and Purchasing: Helpdesks PC Auditing Ordering software General Information About Us Mission Testimonials Channel Partners Sales & Support Community Services	The following is a summary of features across the helpdesk product range- this list is by no means exhaustive and only indicates the comprehensiveness of the products. Feature List SiteHelpDesk sitehelpdesk-IT SiteWebDesk Call Logging       End User Call logging from their browser   Customer Call logging (authenticated)      Email Call Logging  Telephone / Operator Call logging Rapid generation of repetitive calls Call Templates (single or multiple calls)  Call Linking and grouped closures Instant Call id notification when logging Call  Email notifications of Call Id and details End User Self Help (all/part optional)       FAQ’s (Searches plus Intelligent self Help) Links to Internet/Intranet documents Call history Status Enquiry Scripting based on Call Type  Currently Open / duplicate Call Check Whiteboard message display Add File Attachments  Hardware Inventory Call Logging and Enquiry   Loans / Library Enquiry     Close / Reopen Call / Resolution text entry / Add Events Call Open - Assignments       Auto assign to Operators by Call Type (optional)  Auto assign to Operators by Location (optional)   Manually (Re)Assign Calls to Operator or Team Auto Email notification to Operators (optional) Call Type - Problems/Incidents/Configurations Problem Management analysis  Problem flagging and linking    Change Management    Release Management    Configuration Management    SLA Category – Definable Priority/Severity  End User Department / Location   Full audit trial of Events Inventory associated to Call and full drill down (optional)    Hardware configuration history and maintenance drill down   End User Telephone number overwrite   Customer Contacts and  Products/Services     Scripting prompts for additional information Summary and Problem text entry Return to Product Review or scroll down to continue Feature List (continued) SiteHelpDesk sitehelpdesk-IT SiteWebDesk Call Progress Management       Traffic light Severity flags based on Escalation / Respond / Fix times Event Text entries and editing Email notifications Printer Friendly Call details report Follow Up Diary  Inventory - 3rd Party Warranty/Maintenance    Inventory management - Disposals/Stock issues   Inventory – re assignment / Loans   File Attachments View Script results Call status Deferral Full Audit Trail of Events / re assignments Time and Expense recording and billing Knowledge Base Search on Calls/FAQ’s/Links Call Resolution       Resolution Text  Links to 3rd Party and Internal support documents Operator privileges for Call Closure/Assignments Knowledge Base inclusion flag Time recording for recharging to Departments/ customers SLA Performance monitoring, reporting, escalations Call volume analysis Reports and Enquires       Flexible data enquires and sort display Drill down summaries to Call detail Flexible QBE report writer/enquiry tools Report Builder sort/display options Report Builder export to spreadsheet Report Builder save /retrieve  Dashboards and chart generators Graphical representations and Summary Enquiries Return to Product Review or scroll down to continue Feature List (continued) SiteHelpDesk sitehelpdesk-IT SiteWebDesk Additional Features       SLAmonitor module for email escalations  SLA Clock stopped outside working hours/ call deferred  EMLmonitor email to ticketing  SMS mobile phone text messaging option Telephone/Contacts lists – with photograph links   Customer records and communication Events tracking     Product Records  - assigned to customers     Customer Contacts register     Inventory tracking and assignment   Inventory history of changes/movements   Purchase records, Warranties and Returns   Stock module for loans/ Issues / HW transfers   IP address allocation registers     Software License Register and volumes      Stock / Library / Consumables Register / Tracking     Hardware allocation in and out of stock   Floor port and patching register     Disaster recovery and security records     Insurance Valuations   Business Continuity records / Disaster Recovery Pack     Maintenance Schedule     MS System Manager Server integration for the full IT audit / enquiry function of HW and software      Visionsoft Visual Audit Pro integration for the full IT audit / enquiry function of HW and software     HSImonitor integration for HW and SW auditing and change management     HSImonitor integration for configuration change control     Backup and Restore registers     Media Archive Registers     Loans register (HW/SW/Manuals etc)      Installation and Configuration       Runs on Microsoft Platforms with IIS or PWS 100% Browser Based - No client installations Microsoft Access or SQL Server based Security access controls for Operators/Customers Documentation and on-line help (editable) Easy to install, customise, go-live and use (consultancy and training rarely required) Globally Change Fonts / Colours /Terminology Month/Day/Year and Day/Month/Year formats Edit all pages (source code provided) Return to Product Review
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