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.

• A special Call Response facility is provided so that particular Operators and/or Supervisors can be sent automatic e-mail alerts as particular Calls come in e.g. these might be Categories of Calls with a 'Critical' Priority. • An option is to use the in-built gateway which facilitates sending out an SMS message to their cell phone(200 free SMS call credits are included!). Would you like to test our SMS gateway and send a message to your phone now?

• Clients are automatically sent an e-mail when they log a new Call into the HelpDesk - and at the handling Operator's discretion they can also be sent e-mails automatically advising of Resolution of the Call, or progress in handling it.

• Both Operators and Clients of the HelpDesk logon the system by password control. • Levels of 'system privilege' allow for supervisors to have more control, and facilitate differing privilege levels for Operators.

• Within HelpDesk, users can customize many of the data entry areas to suit the particular business. For example, the Call Priorities, Call Categories, and Asset Category fields can be tailored to suit your type of business. • Almost no limit to further customization that can be done to tailor the system to your operation (charges apply for individual special customization).

• For both your Operators and your clients, HelpDesk Pro is hardware independent - so long as the client or Operator has a (modern) web browser on their computer, they have access to the helpdesk. • Your computers, and your client's computers, can be PCs, Macs, with ANY operating system installed.

• You can opt to 'cost' each Call, and to vary the hourly billing rates, and so with this facility you are able to bill clients if you wish. • The minutes/hours of the Call Resolution process are automatically calculated.