Web based help desk software solutions
 
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Feature rich service desk software solution suitable for use by any internal support function. 

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 Management and Human Resources. Alternatively you can install sitewebdesk for external Customer support.

User Call Logging and Self Help

Internal staff may log support calls directly from a link on your Intranet using any web browser. user screen sample

  • 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 graphs.
  • 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 automatically.Administration
  • Links to technical papers, third party support sites and internal documentation.
  • 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

  • call managementRapid 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

  • reportingNumerous predefined reports of call volume summaries with drill down into details.
  • 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.
  • graphshelpdesk 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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