ieSupportManager Helpdesk 2.03

ieSupportManager Helpdesk 2.03  is a client/server and web based system that provides all necessary tools such as a web interface, email notifications, email logging, knowledgebase, contract management facilities and a comprehensive suite of reports. ieSupportManager is available in English, German or Spanish.

ieSupportManager allows users to add to and search its knowledgebase and prioritise, sort and filter issues to suit their own preferred view. It also allows the user to identify unusual issues and track trends. Easy to install and simple to use for both support staff and end users alike the system is also very competitively priced and comes with full context sensitive Help.

ieSupportManager uses the latest web based and desktop technology to enable you to have complete control over the support process without the complications and costs associated with other more expensive solutions. Also backed up by ieComputerSystems expertise in helpdesk development, ieSupportManager is not just a take it or leave it solution but can be built upon to create an integrating bespoke solution to fit any organizations specific helpdesk requirements.

Supported Databases

• Firebird Microsoft IIS version 5.0+ with ASP.
• MS SQL Server 2000
  
• MS SQL Server 2005
  
• MS SQL Server 2005 Express Edition 

Major Features:

1. Call Management
   • Automatic ticket number generation.
   • Web access via internet browser.
   • Log internal or external issues quickly and easily suitable for all types of organisations.
   • Record call duration or issue duration.
   • Prioritise, sort and filter issues, identify unusual issues and track trends.
   • Colour coded call status for ease of call viewing.
   • View calls assigned to different members of staff
   • Flexible due dates to help manage service level agreements
   • Store complete list of products and their status.
   • Create Customer and Product Groups.
   • Assign products to Customers.
   • Store files against any Customer, Product or Call.
   • Tasks Management:
   • • Assign and View Tasks for staff.
     • Set Recurring Tasks.
     • Set Tasks to create a New Call Log.
   • MAPI compliant e-mail facilities built-in.
   • Paste e-mails directly into the system.
   • Directly e-mail contacts from Call Log.
   • Spell check facility included
   • Windows authentication login option
2. Issue Resolution
   • Fully Searchable Knowledgebase for technicians and web users.
   • Search by Keyword, Product or Product Group.
   • Direct access to complete call data from search results.
   • Search results relevancy to keyword displayed.
   • Direct access to customer or product related calls from Call Log.
   • Direct access to customer, product and call related files from
   • Call Log.
   • Store common occurring issues for easy assess and logging.
3. Reporting
   • Comprehensive suite of built in reports for analysis purposes.
   • Export reports directly to Excel, SQL and other formats.
   • Customise the content and layout of reports.
   • Create Reports in .pdf format using Adobe or Broadgun.
4. Contract Management
   • Links to your ieSupportManager database of Customers and Products.
   • Create multiple customer support contracts and store them against the customer.
   • Multiple reporting on customer contracts.
   • Allocation of Calls or Hours to a contract and deduct from the total as calls are being logged.
5. Web Interface
   • Provide 24/7 support to your customers.
   • Design your company logo and colour scheme into the web interface.
   • Remote access via the web for your support staff and field technicians.
   • Customers can log calls requesting support, check the status of their
   • calls and search the Knowledgebase to solve their own issues.
   • Field Technicians can log, edit close calls online.
   • Create different web user profiles for different types of customer.
   • Set mandatory fields for different profiles for web call logging.
   • Decide exactly what data is published online in the Knowledgebase.
   • Determine different levels of online access for different technicians and customers.
   • Windows authentication login option
   • Quick customer lookup
6. Email Logging
   • Allows customers to log calls directly into the system by sending an email to your support address.
   • Automatically stores any attachments as Call Related Files.
7. Email Notifications
   • This feature will automatically keep your customers and staff up-to-date on any relevant changes that occur within the system.
   • All notifications quote the relevant call number in the Subject field of the e-mail.
     

Enhancements:

• 'Logged By' now displayed on main 'Log A Support Call' screen
• Fixed issue with Contact Us email address on Help >> About screen
• Open related files now tries to use the default action for a particular file type if there is no 'open' action specified
• Fixed issue with some reports showing different totals under SQL Server
  

Requirements:

• Microsoft IIS version 5.0+ with ASP.
• Internet Explorer 6.0+
• IBM compatible PC, Pentium or compatible Processor
• 64 MB of memory (128MB recommended)
• 32 MB of free hard disk space
• Windows 2000 / Windows XP / Windows Server 2003 /
• Windows Vista