SupportDesk is a service desk software tool for both internal business use and for supporting external customer bases. It offers a set of tools for IT support staff and help desk engineers, allowing them to log and categorise calls, assign tasks, monitor progress and track purchase orders. It has an open design which can be extended.
Contents
Functionality
The software is used to log calls or tickets reported by the customers or employees of a company. Analysts can create tickets for incidents, problems and change requests, and once the call has been raised, the assignee receives an email advising of the call’s details and actions that need to be taken. This can be progressed, with the ability to add further information about the solution and can be marked as resolved or closed. Fields can be automatically populated and the QuickCalls feature allows for tickets to be raised swiftly for commonly occurring call types.
Company details are configured first, after which various users can be added and assigned functions and login permissions: Supervisors maintain full access whereas analysts may only enter call information. A ‘folder’ list makes for quick and straight forward navigation around the system and automatic notifications for companies or customers for different stages of a call offer alerts for help desk agents and consultants.
Features
A searchable KnowledgeBase is included in SupportDesk, and provides a space for the entry of known errors and workarounds, in order to help with problem solving and resolution. Solutions can also be added directly from a call to the KnowledgeBase, and custom folders can be used to highlight instances of a single problem causing incidents that may at first seem unrelated. Asset management and inventory workstation are also offered within SupportDesk.
SupportDesk provides separately priced features with which it can be scaled up and customised, including Web Interface, Call Escalations modules and Key Performance Indicator monitoring. The software has acquired Pink Verification and is therefore certified ITIL (IT Infrastructure Library) compatible.