Fully integrated ticket management
The job of the ACMP Helpdesk in a nutshell is to effectively manage the permanently increasing flood of error reports, requests and suggestions towards the IT-support. Where a few sheets of paper were once enough to list all requests you now require a complete data base to cope with the requirements of a modern IT-support. IT-staff have to be able to see all open request at a glance so that they can be processed as timely as possible and with provision of all needed information. It goes without saying that support-employees can always keep an eye on the previous history of support-requests, their escalation progression and solutions. These details are the guarantor that errors and requests are resolved by the support quickly, simply and according to the previously defined Service Level Agreements (SLA).
Full integration in ACMP
The ACMP Helpdesk is seamlessly integrated into the ACMP Suite and uses the already available information and functions. For many support request it is important to have knowledge of the state of the hard- and software equipment of the affected workstation. This data is always up to date and available with ACMP. The built-in remote maintenance software allows the support employee to easily enter the affected workstation to offer help to the support inquirer or to visualize an error situation. The support employee only has to leave his personal workstation in the rarest of cases. Even via a narrow band WAN connection the remote maintenance still reaches a high speed - this lowers potential travel times and ultimately costs.
Integrated e-mail interface
Even the inexperienced user prefers to write an e-mail to the support than to give the error report via telephone. The e-mail offers many advantages for the client. On one hand he is not forced to wait on the phone until an IT employee is available and on the other hand it is also much easier for him to put is problem in words without the time pressure of a phone call. When exactly which request with which content was made is revealed by the e-mail client. An e-mail is also welcomed by the recipient on the other side of the process since it does not interrupt the workflow as a phone call would. The ACMP Helpdesk is directly connected to the mail-system and thus receives and sends messages.
You can monitor tickets with the ACMP Notifier. To do so, first choose from which groups or processors you would like to monitor tickets and you then directly see all information as soon as there are changes in an existing ticket or new tickets via an information window. Additionally you can also see these messages in an overview in the ACMP Notifier and group them there. With a double click on a message you find your way straight to the ACMP Console into the selected ticket and can edit it. You have access to the hard- and software values of the affected computer at any time.
Integrated web interface
With the integrated web interface your users have the possibility to to make support requests via a simple browser form. Additionally you can make certain knowledge base entries available for your users. If a support employee is on-site, he can access all tickets in the web dialog via extended rights and change and edit them or even close them immediately on-site.
CTI interfce for the ACMP Notifier
The CTI interface (Computer Telephony Integration) is based upon the ACMP Notifier. With the help of the ACMP Phone you can call a contact and also receive calls directly from the ACMP Notifier or the ACMP Console. With only a single mouse click the support employee or administrator can see all contact details and ticket information for an inbound call on the screen. It is additionally possible to call a highlited telephone numer from any windows application with a previously defined hotkey.
Your benefits at a glance
Fully integrated into ACMP
Simple and clear ticket management
Actions controllable directly from the ticket
Freely definable notifications
Freely definable escalations
Integrated knowledge base
Group- and person based