service desk software solution suitable for use by any internal
From a link on your Intranet, this web browser based software
provides your company employees with online support and self help
even when you are not available.
We also have solutions tailored for IT, Facilities
Human Resources. Alternatively you can install sitewebdesk for external Customer
User Call Logging and Self Help
Internal staff may log support calls directly from a link on your
Intranet using any web browser.
- Fully integrates to your Intranet site.
- Configurable Welcome message and ticker notifications
- Auto assignment and notifications of call reference number.
- Scripted questions, answers and prompts for self help or
to obtain additional information.
- Template calls for rapid entry
- Intuitive Self help with FAQ's and links to documents, web pages reports and
- Automated email and SMS notification to Operators.
- Satisfaction feedback.
Service desk Administration
Simple configuration by selecting optional features and
colour, font, terminology backed up with comprehensive
Administration and Operator guides and on screen help.
- Active Directory integration for user records or option to
allow Operators to create new users 'on the fly'.
- Schedule template calls to be created and assigned
- Links to technical papers, third party support sites and internal
- Add and Edit FAQ database with attachments to further information
for Operators and end user self help.
- Operator privilege settings and organisation into Teams.
Operator Call Management
Support Operators log into sitehelpdesk from any PC or smart
Phone / Tablet
Rapid user/ customer search and entry of new calls
- Call Type Scripting can prompt operator with resolution or collect
useful and relevant information.
- Templates and Tasks list workflow for
rapid entry and to ensure procedures are always followed.
- Call linking and group closures.
- Attach files to call tickets and diarise events.
- Full audit history on call ticket updates.
- Call prioritisation with traffic light flags indicating when
SLA thresholds are reached or use Due dates. You may receive
email prompts on SLA violations with SLAmonitor and Urgency flags
- Knowledge base key word search interfaces across call history KB,
Links and FAQ's.
- Availability and work load summaries.
- Time sheet recording and Billing
Reports, Graphs and 3D Charting
Numerous predefined reports of call volume summaries with drill down
- Flexible Query By Example report generator.
- Volume and Performance Dashboards (configurable)
- Colourful 3D chart builder
- Time tracking and recharging / billing reports
- Call volume trend analysis for better resource planning.
helpdesk status summary reporting
- SLA report for user specified periods grouped by Operator or SLA
category with drill down to identify offending calls.
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