Many systems need a steep learning curve but HelpDesk customer service trouble ticket system is intuitive and the well designed screen layouts make the system easy for operators to both learn to use, and to interface with on a day to day basis - little, if any, training is required.

• Client Call Reports(Trouble Tickets)are automatically stamped with the ‘Client’s name, ID, date, & time of call. • Calls must be given a ‘Priority’ rating by the client logging the call - this rating can be upgraded or downgraded at any time. • Operators can see the status of their Unresolved Call queue at all times.

• Client’s ‘Name, Company, Address, E-mail & Phone numbers’ can be automatically called up from an associated database(included) and these details will be incorporated in the Call Report on-screen views. • If the client has a history of calls, then this history, and the details of the calls are instantly available for the operator to view - without leaving the main Call screen. • Operator's details are also on file and easily available.

• The operator can temporarily leave a Trouble Ticket ‘Unresolved’ and take another call, and any of these ‘Unresolved’ calls are listed in that Operator's Unresolved queue for immediate ‘recall’ at any time. • The operator must change a call status to ‘Resolved’ in order for the system to consider it satisfactorily handled. • An operator can ‘Refer’ a call to another operator or supervisor if they feel unable to handle it themselves after first picking up the call.

• The status of Call Queues is displayed on the left hand side of all main operational screen pages and this enables the status of all unactioned calls, unresolved calls, referred calls, etc. to be seen at a glance. • An Operator can instantly get further details and a listing from the particular queue.

• 'Client' focus reports, 'Operator' focus reports. • A client’s call records, either a single call or complete history can be presented as an on-screen report or printed out. Similarly, call reports related to a particular operator can be quickly called up. • A log is kept of elapsed time taken to resolve each call. If a resolved call is reopened then the log is opened again and the operator’s name who opened and closed is recorded. These logged details form part of the individual Call report

Your Clients of the help desk only need their web browser to log in a new support call, or check on the status of an existing call. Similarly, Operators and Supervisors of the HelpDesk also only need their web browser to interface fully with the system - and they can do this from anywhere, - home, office, across the State, across the World! This facilitates enormous flexibility for managers of the HelpDesk operation who have the responsibility of ensuring there are enough resources available.

• A system-wide“Whiteboard” is available to flag and alert operators to messages - operators are alerted to important changes on the whiteboard automatically, and must view the whiteboard to clear the alert. • Whiteboard messages can be given a priority as to their importance to users.

• To facilitate Asset Management, an equipment database is integrated and client calls can be 'linked' to a particular product or item of equipment. This can easily build to be a comprehensive inventory management tool. • An in-built barcode generation tool allows individual barcodes to be printed out for each asset item if this is required. This barcode generation feature does NOT require any special barcode fonts to be installed on any computer.[Please note, that if you choose to host your copy of HelpDesk Pro, rather than have us host it, then the application needs to be able to access an external web site(ours) in order to generate the barcodes]

• The FAQ Knowledge Base will quickly become a key element in facilitating quick resolution of problems and a valuable experience repository. • The Knowledge Base has been designed with an in-built auto-prompt for Operators which makes it easy for them to add call resolution incidents to the knowledge base.