There is a constant increase of Error messages, wishes and suggestions
sent to the IT support. ACMP Helpdesk effectively manages this
information in a short period of time. Where once a few sheets of paper
were sufficient to list queries, is now needed a full database to meet
the requirements of a modern IT support. The IT staff must have the
information about open tickets available all the time so they can find
as fast as possible a solution for it. Obviously the history of
previous support requests can be reviewed and escalation levels can be
defined. The escalation chosen will define the priority that the
tickets need to receive attention. Tickets will be set to higher
escalation levels, according to the Service Level Agreement, if no
solution was found in the determined period of time.
Full integration in ACMP
The ACMP Helpdesk smoothly integrates itself to ACMP-Suite using its existing inventory information and functions. To know which hardware and/or software are installed on the work station, can be critically helpful on
many support request cases. Detailed and up-to-date information is
always available. Maintenance can be done fast and remotely on the
affected workstations through the Remote Access function, without any
need for the support staff to leave their desk. Inexperienced users
clearly prefer to write e-mails to the support team reporting a
problem, than report it over the phone. The user has several advantages
reporting a problem via e-mail. He won‘t have to wait on the telephone
until someone from the IT staff is available. He has more time to
describe the problem in details. The E-Mail Client reveals exactly when
each query was placed and its context. Via e-mail the work flow will
not be interrupted with long telephone calls. The ACMP Helpdesk is
directly connected with the e-mail system; therefore it automatically
receives and sends messages.
Managing and creating support requests
One
of the main benefits of ACMP helpdesk is that the support team has an
overview of the current situation elated to all help requests. That
way it is possible to estimate when the last entered request is going
to be worked on. Help requests reaches the support team over the phone
or by e-mail. The first step is to create a ticket number for the
issue. With the ticket number the issue can be tracked at any time by
any of the support members. For a better overview and targeting
purposes the support team can define categories for the tickets, using
ACMP Helpdesk. At the same time a ticket can be assigned to any of the
helpdesk staff members or helpdesk groups. The ACMP helpdesk gives the
support team the possibility of defining which files are required and
which are not, as attachment to the tickets. The data, once collected,
is always available, even for future tickets. With that there will be
no need for duplicated data overloading the system.
Server Intel® Pentium IV, 2 GHz RAM: 1 GB HDD: 40 GB Microsoft Windows 2000 Server Internet Explorer 5.5 Network card
Request your test DVD here!
Would you like to test ACK, solution for automatic installation of operating systems, and/or ACMP, solution for client management, without any obligation? Then request here a free test DVD. Demo-DVD
Request now a free web demo
No time to test it?
Special questions?
Take advantage of our free Webdemo to quickly and easily have a first impression of ACMP features.
