HelpDesk Expert for IT Support (HDEIT) is a 100% web-based help desk software system engineered to provide a scalable, customizable, easy-to-use solution for any IT tracking need. HDEIT is easily installed on any standard webserver, is compatible with all OBDC compliant databases, and can be accessed by any internet or intranet enabled platform - regardless of OS - from anywhere in the world.
With AIMs 100% Web-based HelpDesk Expert for IT Support solution, theres absolutely no client-side software or plug-ins to install - ever. HelpDesk Expert for IT Support is installed on a Web server (see system requirements), so employees and staff can access the system from anywhere, anytime with any standard Web browser, including Microsofts Internet Explorer (version 4.x and above) and the open source Mozilla/Netscape browser, that supports HTML 3.0 or higher. That means theres no specialized user training required to deploy AIMs HelpDesk Expert for IT Support -- anyone who can use a Web browser can access your AIM-based help desk. That saves time and expense -- both key to successfully deploying an enterprise-class help desk. The system does NOT use cookies or technology that locks you to a single computer. Access the system from any computer with an Internet or intranet connection, then simply log in and go ahead with your business.

Flexible Workflow
The system uses a flexible scheme to accommodate any organizations workflow, and can be set up for both automatic and manual ticket routing.

Extensive Charts and Reports
Charts and reports can be generated to easily measure company-wide issues, including metrics on the number, type and frequency of problems reported and solved. Managers can print any ticket to have a hard copy of an issue for easy reference.

Searchable Knowledge Database
Both employees and your support staff can search resolved trouble tickets for their problem. This means that employees may be able to find the solution to their problems without having to call your support staff. Support staff members can also search the database to quickly access answers to questions.

Rule Based E-mail and Paging Notification
The system makes sure no trouble tickets go unnoticed. Staff members can be automatically paged or e-mailed to ensure all tickets are taken care of immediately based on certain rules.

Whiteboard
System-wide message board to ensure no critical information or announcements go unnoticed by staff.

PC Hardware and Software Auto Discovery
A users computer configuration settings can be automatically detected when an issue is reported to the system, allowing IT staff to spot resource conflicts.

Built in Spell Checker
Our easy-to-use spell checker enables users and staff to double-check the clarity of information they submit. The systems customizable dictionary allows adding terms specific to your business, industry or market. This not only saves you and your users time -- no more guessing at the correct spelling of specialized words -- but increases productivity, as well. It will also enhance the professionalism of your help desk staff: Nothing is more embarrassing than a misspelled word in written responses to a key customer. And if youre unsure of how to spell a word, our spell-checker gives you several choices, so you can pick the right one. The spell checker is available application-wide, so all data published through AIMs HelpDesk Expert for IT Support solution is written clearly and accurately, without misspellings that can lead to confusion.

Supports File Attachments
AIMs HelpDesk Expert for IT Support allows users or staff to attach an unlimited number of any type of files to a ticket, easily expanding the amount of information associated with an incident. Attachments can include anything from text files to image files to screen captures to executables -- the full gamut of file types you and your users or customers deal with on a daily basis. The attached files are then accessible to support staff working on the issue, speeding problem resolution by giving support personnel access to either critical information in the files or an offending application.

Dynamic Frequently Asked Questions (FAQ)
Create custom FAQs (Frequently Asked Questions) based on tickets submitted to your custom database.