Helpdesk 360

Agenda
Introduction to Helpdesk 360 & Salient features
Product Features
Roles – Admin, Staff, User
Authentication
Active Directory
LDAP
Lotus Domino
Self Authentication
Request Forms
SLAs
Tickets
Ticket Work Flow
Remote Desktop Access
Reporting
Topics of discussion

Introduction to Helpdesk 360 & Salient features
Comprehensive business-class Help Desk Software.
Intuitive interface, support for SLAs, reporting,.
Ticketed support and escalation management.
Advanced reporting, workflow, SLA and ticket scheduling features.
Flexibility – Authenticate with any popular system – Active Directory, LDAP Server, Lotus Notes and Self Authentication.
Predefined ticket responses.
Remote Desktop Support.
Robust and extendible backend built on Struts Framework.
Open Source Softwares used for building – Java/J2EE, MySQL, Struts.
Cut costs, streamline your support, consolidate your e-mail and offer your users a better service.
Reporting
Extensive
Feature Full
More
Feature Full

A look

products
Product Features
quality
Roles – Admin, Staff, User
roles
Helpdesk 360 provides three types of User Roles
Admin: Has all rights in the system. Admin can make changes in the system configuration and also control and change ticket flow.
Staff: Staff role is for the Helpdesk Personnel responsible for ticket resolution. Tickets can be automatically as well as manually assigned to the staff for resolution. In case of any delay the tickets start aging and getting escalated.
User: This role is for the end users who raise the tickets for problems with their systems. This role can be assigned to all employees of a company, or users of a website/software.

Admin Role Demo

Admin Screen – User Management
Link to add a new user
Configuration Panel
Filtering Criteria
User Details

Admin Screen – Categories
Actions – Edit category, View Sub Categories, Delete Category
Configuration Panel

Admin Screen – SLA List
Add new SLA
Click for SLA list

Admin Screen – New SLA Creation
On this screen you can select the SLA configuration details.

Admin Screen – Edit Group Permission
This screen is used for editing group permissions for a group. Every user falling into this group will have these rights/permissions.

Admin Screen – Edit Color Scheme
Change the color scheme of the system from this simple panel.

Staff Role Demo

Filters to select the ticket.
Default is ALL tickets.
Staff Screen – Welcome Screen
This is the screen where a user under Staff role can see the tickets assigned to him/her.

Staff Screen – Statistics
Chart for the Ticket Statistics
Text based Ticket Statistics
Select 7 different types of charts

Staff Screen – Profile
On this screen Staff user can edit their profile.

User Role Demo

User Screen – Creating a New Ticket
Screen to create a new ticket.

User Screen – Creating a Form
Creating and submitting a Request Form.

Authentication

Request Forms

Request Form flow

Service Level Agreement
SLA

SLA List
Add new SLA
Click for SLA list

New SLA Creation
On this screen you can select the SLA configuration details.

Tickets – Creating Tickets
Create a new ticket by logging in as a normal user. No need of pre-registration for users if external authentication is used

Tickets – View/Edit Tickets

Raised by User
Automatic / Manual assignment to Team
Accepted by Staff
Closed by User
Fixed by Staff
Tickets – Workflow

Tickets – Staff Workspace
Select the tickets and Accept

Tickets – Staff Workspace – Working on a Ticket
Ask for more details from user via messages
Take remote access of user’s machine
Resolve or Re-assign

Reports – View / Download Reports in different formats – Online/PDF/Excel

Remote Desktop Connection
Ability to take remote control of the
User’s machine thus helping reducing overhead of movement.
Efficient work management and fast resolutions.

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Helpdesk 360

by nsrivastava2 on Oct 06, 2009

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Helpdesk 360 — Presentation Transcript