The Latest SupportDesk - 2017

SupportDesk 2017 offers exciting new features for enhanced visualisation of call queues, Limit Alert reporting and Click-To-Order services. There have also been significant enhancements to the Problem Management process for Incident Linking and Known Error Database search. Find Out More...

New Functionality:

KnowledgeBase Custom Views

Workboard Status Lanes

Streamlined End User Tickets

Pop-Up Process Reminders

Data Merge Letter Templates

Guides Bank

Call Form Buttons

Click to Order

Captcha

Note Categorisations

KBase Images

How To Button

New Look!

For styling / forms updates, some remote consultancy may be required.

Workboard

Create status 'swimlanes' for your tickets.

SupportDesk 2017's new workboard feature enhances visualisation of tickets by status or priority. You can create 'swimlanes' for each of your call statuses or priorities, showing a snapshot of the call subject, who raised the call, the Customer and the assignee.

Click to Order Services Dashboard

Users can request services across multiple business areas.

Enabled through the association of Services and QuickCalls, provide simpler access to users for service Requests across multiple business areas.

Streamlined End-User Logging

Quick Ticket logging for Customers.

'What can we do for you today?' Quick Ticket box appears for customers via the self-service portal. This can be populated with a quick description of the issue, and as the user types, possible solutions pop-up. If entered, a ticket is logged as usual, without the customer needing to enter any further details.

Call Form Buttons

Multi-function buttons to add to call form.

New buttons added to the Incident management form enable access to user's Incidents, Inventory related incidents, specific tasks, without needing to navigate away from the call screen. Mail button added to call forms also enables ad-hoc or pre-defined email generation to customers.

Data Merged Letters

Direct Printing of data merged letters from the call.

A fantastic feature for customer service systems, FOI reponses or other support areas that require letter correspondence, SupportDesk can now automatically generate ready-to-print letter templates, merging data from support tickets at the click of a button.

Navigation Summary

Assist navigation using navigation summary side-bar.

Accessible from both the Today Page dashboard and from within each service desk process managed within your system, SupportDesk 2017's new side-bar navigation summary provides drill-down links to specific call queues, such as Unassigned, Breaching Today, Resolved. The navigation summary when viewed from the Today Page dashboard offers drill-down links to the individual folders (processes) managed within your system.

Alert Reports

Send Reports at specified limit parameters.

SupportDesk 2017 has the new functionality of creating an ‘Alert’ report. The QuickReport Designer works in conjunction with the Workflow Engine, enabling alerts to be sent automatically to specified email addresses, based on specific ‘Limit’ parameters, such as 'More than 10 Critical Priority Calls'.

QuickReport Summary

An easier way to search for exisiting QuickReports.

Enjoy the same functionality available on call Summary Lists for viewing, running or updating QuickReports. A right mouse click lets you select what you want to do with a specific report (e.g. run, open) via a pop-up menu.

PDF QuickReport Charts

Include Graphs in the PDF output of QuickReports.

Creating a PDF output of a QuickReport used to mean that any graphics were stripped from the report. Now, improvements have been made which mean that graphs and charts can now be included in the PDF versions of SupportDesk QuickReports.

HTML Email Signature

Embed email templates into existing templates for bulk update.

The creation of an email template, such as a template displaying an HTML system signature, can now be used in the same way as adding prompts to existing email templates. This means that the system signature mail prompt can be referenced in multiple mail templates. Therefore, if the signature needs updating, all mail templates referencing the signature template will too be updated.

Configuration Relationship Diagram

A visual Aid for Configuration Entities.

Images can now be added to configuration item relationship diagrams, enhancing the visualisation of user and product details.

Captcha

Smart Captcha component for public facing forms.

For public facing forms on your system, you can enhance security using Captcha functionality, in which users must check the box to state that they are not a robot.

Component Drill Down

Update your Forms more easily with drill down to components.

Within the Call or Dashboard Forms designer, there is the now option to click on the 'edit' link next to a particular component - this opens the embedded component form in a new tab, enabling component editing without navigation away from from the original Form designer.

Database Exports.

Ability to refine database exports in the web.

Initially a Windows-only features, it is now possible to refine and determine database exports from the web browser, using the export selection tool.

KnowledgBase Images

Include images within KBase solutions.

Instead of adding images as attachments to the KnowledgeBase, it is now possible to paste images directly into the Solution field on KnowledgeBase records, improving KBase/FAQ visibility for both agents and customers.

Pop-Up Help Reminders

Remind agents of specific process points.

Help your analysts and support team to provide the best support service by enabling pop-up reminders at specific points of the call process workflow. By entering a reminder in the description field of a specific category, a pop-up will appear to remind the agent of a specific duty to perform, or process to follow.

Note Categorisation

Categorise Notes in the audit trail.

A new Note:Category field allows any number of categorisations to be created, and then maintained manually. This is particularly useful when reporting on the notes database, and grouping reports based on the type of note.

FOI Disclosure

Filtering the disclosure log.

A feature Specific to the Freedom of Information Solution, KnowledgeBase items can be marked as part of the public disclosure log, which filters appropriate requests to display using the new Kbase summary Forms.

FAQ Ranking

Order FAQ items by rank.

KB items have long had the FAQ tick option which allows them to be shown in FAQ panels on dashboards. It is now possible to rank the KB item and so control the order in which the FAQ items are shown.

How To Guides

Create a bank of How To Guides - accessible from the dashboard.

A new tick box allows a KB item to be marked as a “How to Guide” which works in conjunction with a new “How To Guide” component on the Dashboard builder.



Enhancements to the Problem Management Process

SupportDesk for Problem Management


Enhancements have been made to SupportDesk's Problem Management process, with additional improvements to Incident and Problem Linking. SupportDesk’s new Known Error Database can be searched directly from analyst dashboards, or from an Incident record, using the ‘Search The Known Error Database’ button.The KEDB consists of calls in the Problem folder that have been flagged as “Known Problems”. The flag may be set on any problem irrespective of status, the main criteria being that the problem has a recorded workaround/Solution and is still valid. When the button “Search the known Error Database” is clicked on the Incident the user is presented with a set of search criteria. Some of which may have already been completed based on the current Incident. If the KEDB entry is appropriate for the underlying Incident the user can select the button “Copy KEDB Solution to Incident” which returns the user back to the Incident with the Solution in place and also links the calls.