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The team at ActiDesk have delivered a dynamic, automated Web Based Help Desk solution and will eloquently serve your business and your customers.

The following features have been categorised in the main components:

• Customers (Posting tickets to the Help Desk)
• Operators (Responding to the customers tickets)
• Administrators (Managing and configuring the Help Desk enterprise)

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Customers:

Will login from any web based portal to post instant tickets to the Help Desk and expect an easy to use quick and efficient solution.

Automated Ticket Creator

• Email Auto Create Tickets by Department
• Email Auto Create Ticket Filter (emails not to create tickets)

Help Desk Access

• Instant Ticket and then register to access the Help Desk
• Register to access the Help Desk

Submit New Tickets

• Assign alternative email address
• Select Department
• Select Priority/Severity
• Attach a file and description

Customer Scoreboard

• Scrolling Latest news
• View Active tickets open or on hold
• View when ticket has been acknowledged
• View when ticket has been last updated
• Ticket Priority is colour coded for ease of use
• Ticket Status is colour coded for ease of use

Edit Active Tickets

• Change Status
• Change Priority
• Close Ticket
• Add alternative email addresses
• Post Replies with previous posts fully visible
• Fast ticket close with closure reason
• Attach a file with description
• View SLA resolution target Date/Time
• View SLA resolution time remaining on the ticket
• Print friendly ticket

View Closed Tickets History

• Re-open a ticket
• Reason for re-open
• Print the ticket

My Account

• Maintain account details
• Set Personal setting

SLA (Service Level Agreements)

• View Help Desk Opening Hours
• View Bank Holidays
• View the SLA agreement by days by departments and priorities

Access to Customer Self Service

• Knowledge Base
• FAQ’s

Ticket Email Notifications

• New Posting - Notification Email
• New Ticket - Confirmation Email
• Ticket Closed - Notification Email
• User Notification: Account created by administrator
• User Notification: Fast Track Registration
• User Notification: Password Reset
• User Notification: Password Reset by Administrator
• User Notification: Ticket on-hold

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Operators:

Are the first and second line support and main users of the Help Desk, that will login and reply to tickets posted by the customers.

Users Scoreboard Displaying All Departments

• View/Hide Multiple Search Terms
• Submit a ticket on behalf of a customer
• Tickets can be viewed by ID, Priority, Status and more

New Tickets

• View and starts the SLA
• View Resolution Target Date/Time is set
• View Resolution Remaining time remaining is calculated
• View Total Activity Time used
• View Total Operators Time
• Can be closed
• Can have the priority changed
• Can be moved to another department
• Can have an Operator/user assigned
• Can have additional notification emails added
• Activity History can be viewed
• Print a New ticket

Active Tickets

• Priority Status is colour coded pending SLA rules
• Ticket Status is colour coded for ease of use
• Operator can set a default department
• Operators are assigned to all departments
• Tickets can be viewed by ID, Priority, Status and more
• View Customers specific SLA type
• View Resolution Target Date/Time is set
• View Resolution Remaining time remaining is calculated
• View Total Activity Time used
• View Total Operators Time
• Ticket can be closed
• Can have the priority changed
• Can be moved to another departmentv
• Can have an Operator/user assigned
• Can have additional notification emails added
• Activity History can be viewed
• Print a New ticket
• Assign Multiple Operators to a ticket
• View Complete Time Logged
• Edit Time Logged
• Search Solution Notes
• Post entries viewable internally only
• Insert Signature
• Add Activity Time on the Posting
• Post Replies with previous posts fully visible
• Attach a File
• Create a Solution Note

View Closed Tickets History

• Re-open a ticket
• Reason for re-open
• Create a Solution Note
• View Complete Log
• View Activity History
• Print the ticket

Solution Builder

• Dynamic Search Solution Notes
• Add/Edit Problem Categories
• Add/Edit Unlimited Root Problem Categories
• Add/Edit Unlimited Parent Problem Categories
• Delete Solution Notes
• Add Solution Notes
• Archive Solution Notes
• Restore Archived Notes

SLA (Service Level Agreements) View All SLA Types

• View Help Desk Opening Hours
• View Bank Holidays
• View the SLA agreement by days by departments and priorities

My Account

• Edit Profile
  • Change default department
  • Change default assignee view
  • Edit Name
  • Edit Email address
  • Email notification type (plain text or HTML)
  • Display tickets per page setting
  • Ticket Signature
  • Automatically insert signature

Email Notifications

• Operators Email Notifications
  • Operator Notification: Account Created by Administrator
  • Operator Notification: Operator assigned
  • Operator Notification: Password Reset
  • Operator Notification: Password Reset by Administrator
  • Operator Notification: Ticket on-hold
  • Operator Notification: Ticket Re-Open

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Administrators:

Want to get the Help Desk up and running as soon as possible. The easy to set-up and configure ActiDesk will provide them with the perfect solution in minutes.

Configuration

• General
  • Set Default Country
  • Set Time Zone
  • Set Currency
• Company Settings
  • Add Company Name
  • Add Copyright Years
  • Header Graphic Customisation
  • Maintain Operating Hours
  • Backup
  • Scrolling News
  • Job Titles
  • Departments
  • Tickets
  • Registration Details
  • Close Reasons
  • Re-open Reasons
  • Self Service
  • Manage Multiple Email Templates

Operators

• Dynamic Search facility
• List and sort by various option
• Email All Operators
• Maintain Operator
• Delete Operators

Customers

• Active accounts
  • Dynamic Search facility
  • List and sort by various option
  • Email All Active Customers
  • Maintain Customer
  • Suspend Customers
  • Delete Customers
• Suspend Customers
  • Dynamic Search facility
  • List and sort by various option
  • Email All Suspended Customers
  • Maintain Customer
  • Suspend Customers
  • Delete Customers
  • Activate customers

SLA (Service Level Agreement)

• SLA
  • Maintain SLA Type
  • Display number of customers per SLA type
  • SLA severity
  • Pricing Method (per hour or per ticket)
  • Assign Departments to SLA type
  • Delete SLA Type
  • Set default SLA Type
• Escalation
  • Maintain multiple Resolution Time elapsed %
  • Maintain email addresses for escalation notification.

Tickets

• All Tickets
• Deleted Tickets

Solution Notes

• Dynamic Search Solution Notes
• Add/Edit Problem Categories
• Add/Edit Unlimited Root Problem Categories
• Add/Edit Unlimited Parent Problem Categories
• Delete Solution Notes
• Add Solution Notes
• Archive Solution Notes
• Restore Archived Notes

FAQ’s

• Maintain FAQ title, message and sequence

Admin Settings

• System administrators email address
• Option to send a copy of all ticket posting to admin
• Option to notify admin when X minutes left to acknowledgement time of any ticket
• Option to notify admin when X minutes left to resolution time of any ticket
• Change Password

Email Notifications

• Department Admin Email
• Admin Email

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