Intuitive and Easy to Learn

Many systems need a steep learning curve but HelpDesk is intuitive and the well designed screen layouts make the system easy for operators to both learn to use, and to interface with on a day to day basis - little, if any, training is required.
An on screen help system can be called up at any time.
Important Call Information Cannot be Overlooked

Client Call Reports are automatically stamped with the ‘Client’s name, ID, date, & time of call.
Calls must be given a ‘Priority’ rating by the client logging the call - this rating can be upgraded or downgraded at any time.
Operators can see the status of their Unresolved Call queue at all times.
HelpDesk Includes a Database for Client & Operator Details

Client’s ‘Name, Company, Address, E-mail & Phone numbers’ can be automatically called up from an associated database(included) and these details will be incorporated in the Call Report on-screen views.
If the client has a history of calls, then this history, and the details of the calls are instantly available for the operator to view - without leaving the main Call screen.
Operators details are also on file and easily available.
Users Can Easily Manage the Calls They Pick-up

The operator can temporarily leave a call ‘Unresolved’ and take another call, and any of these ‘Unresolved’ calls are listed in that Operators Unresolved queue for immediate ‘recall’ at any time.
The operator must change a call status to ‘Resolved’ in order for the system to consider it satisfactorily handled.
An operator can ‘Refer’ a call to another operator or supervisor if they feel unable to handle it themselves after first picking up the call.
Call Queue Status Always Visible

The status of Call Queues is displayed on the left hand side of all main operational screen pages and this enables the status of all unactioned calls, unresolved calls, referred calls, etc. to be seen at a glance.
An Operator can instantly get further details and a listing from the particular queue.
Extensive Reports Quickly Available

Client focus reports, Operator focus reports.
A client’s call records, either a single call or complete history can be presented as an on-screen report or printed out. Similarly, call reports related to a particular operator can be quickly called up.
A log is kept of elapsed time taken to resolve each call. If a resolved call is reopened then the log is opened again and the operator’s name who opened and closed is recorded. These logged details form part of the individual Call report
100% Web-based, - No other Software Components to Install or Maintain