Hot Help Desk - Trouble Ticketing and Knowledge Management with Vision
Desk
Hot Help Desk ( http://www.hothelpdesk.com/
) is a ticket management
and100% web-based help desk system which can be accessed from any
browser, with no plug-ins, no client maintenance and no client
updates. Your customers can create and update tickets via online web
based form or email easily, so you are able to track the history of
sup****t requests from inception to resolution, including routing,
owner****p and transfers . Hot Help Desk also provide powerful service
modules like automatic email notification, searchable knowledge base,
administrable download and re****ts analyzer, so you can offer your
customers different options to help them get their issues resolved
quickly. With a complete feature set and an affordable price tag, Hot
Help Desk will improve the efficiency of your business. You can
transform your cost center to a revenue center. Features:
100% Web Based - All your sup****t staff and customers need to use
Hot help Desk is a web browser. There's no plugins or other files to
download.
Ticket assigned automatically - Administrators can create rules for
automatically assigning tickets to groups or technicians based on
different criteria. These rules can also be easily arranged in order
of priority over each other.
Customizable Queue - Techs can quickly and easily modify how the
ticket queue is displayed, including which columns to show, how many
tickets are displayed in the queue, which types of tickets to display
and the sort order of the tickets.
Customer ****tal - Customers can log in and open, view and modify
tickets through your web site, eliminating the need for them to sit on
the phone on hold waiting for a tech to take their information.
Automated e-mail alerts will keep them up to date on ticket progress,
greatly shortening response time when action is required on their
part. They can also update their account information, view open and
closed tickets and search sup****t articles.
Complete ticket history - Every ticket has a complete history of its
progress on the History tab of the ticket form. Every time a tech adds
a resolution or changes the ticket status, or when a customer responds
through the web ticket system an entry is made, complete with ticket
status and timestamp.
Automated e-mail alerts - Email alerts can be setup to alert customers
when action has been taken on their ticket, and to alert the assigned
tech when the customer provides further responses to their open
ticket.
Automatic ticket creation from POP3 emails - Incoming emails can be
turned into sup****t tickets automatically. As soon as the message is
received on your pop3 server it will appear in the technician's ticket
queue.
Automatic appending to existing tickets from POP3 email responses -
Responses to email notifications are appended to the history of the
corresponding existing tickets. This elimiates the need for the
customers and technicians to always login to reply to a ticket.
File Attachments - Both technicians and customers can attach files to
tickets to add even more flexibility to the types of data that can be
tracked and shared. The administrator can define maximum file sizes
and more.
Online Sup****t Articles - From the administration console you can
create, edit and delete sup****t articles that serve two im****tant
purposes. The first is to provide customers a form of "self help",
which allows them to quickly find resolutions to known issues, taking
some of the burden off of sup****t techs allowing them to focus on more
complex issues. And the second is to provide a knowledge base for
sup****t techs to quickly look up resolutions to known issues, which in
turn trains the tech on known issues.
Powerful Administration Console - Nearly every aspect of Hot Help Desk
can be controlled from this administration system. For example, you
can add/edit/delete sup****t techs, sup****t groups and customers,
manage e-mail alerts, customize fields of the ticket form, add/edit/
delete sup****t articles (includes a powerful HTML editor for adding
vibrant content), and view graphical re****ts that show current,
weekly, monthly and yearly statistics.
Powerful Re****t Builder - Create, save and run your own custom re****ts
using the web based re****t builder. Select time frames, technicians,
customers, groups, statuses, escalation levels and more and store the
re****ts in the database for running when you need to see the data you
want.
Wesite: http://www.hothelpdesk.com/
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