Support users on a fast and easy way!

There is a constant increase of Error messages, wishes and suggestions sent to the IT support. A good 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.

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.