SITS16 Service Desk IT Support Show

May 17, 2016

Blog

SITS16 – The Service Desk and IT Support Show 2016

SITS16 is fast approaching! House-on-the-Hill will be at Stand 315 exhibiting the latest exciting SupportDesk features and functionality.

Visiting the show? Get in touch to arrange your demo in advance!

Make sure you visit the HotH team at stand 315 to see SupportDesk in action, including…

NEW SupportDesk Risk Management Solution

The latest SupportDesk service desk solution from House-on-the-Hill Software: SupportDesk for Risk ManagementThis advanced solution enables organisations to maintain a Risk and Control Register, in order to pro-actively identify Risk Level based on business Activities. SupportDesk for Risk Management can also record risk related “Tasks” which reference this register and pull through appropriate Control information. This streamlines the handling of Tasks and ensures that all necessary Risk details are collated.

risk management software solution

Multimedia Ticketing

Add screenshots and images directly to notes using copy and paste to display a fuller, more visual audit trail of correspondence. This added level of visualisation provides in-depth call communications for agents working on any service desk process and business area.

copy and paste helpdesk note

Streamlined Ticket Linking

Linking records in SupportDesk has been streamlined with the ability to assign ‘Parent/Child’ definitions directly from tickets. If Parent is selected, this call will be entered into a Parent list. If the record is selected as a Child, a dropdown list of the possible Parent records will then be displayed, so that the relevant Parent record can simply be selected to automatically create the link.

SITS16

WebGuest Workflow Recognition

SupportDesk recognises the Customer logging a call via the self-service portal, and can now trigger a unique workflow and Assignee automatically, based on that Customer. This is a great benefit where there are specific agents or groups providing first responses to calls logged by certain Customers, or if there is an ‘expert’ agent dealing with Customer calls. SupportDesk also enables a default Status to be automatically set on calls logged by Customers. This helps instant visualisation and filtering of calls, as well as being a great way of monitoring KPIs in the highest detail.

web portal customer dashboard

Look out for upcoming HotH @ SITS16 news on Twitter!

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Buy it, it is the best ITSM toolkit I have ever worked with, including ServiceNow.

Michael BebbingtonService Delivery Manager – UK Plumbing Supplies

Buy it, it is the best ITSM toolkit I have ever worked with, including ServiceNow.

Michael BebbingtonService Delivery Manager – UK Plumbing Supplies

HotH is laser focused on Service Management, where many other platforms try to be all things to all men.  It’s a great product, I think this largely reflects the great people at HotH, everybody I have spoken to is business-like, pleasant and easy to work with”.

Stuart WilliamsHead of Operations – FourNet

Buy it, it is the best ITSM toolkit I have ever worked with, including ServiceNow.

Michael BebbingtonService Delivery Manager – UK Plumbing Supplies

HotH is laser focused on Service Management, where many other platforms try to be all things to all men.  It’s a great product, I think this largely reflects the great people at HotH, everybody I have spoken to is business-like, pleasant and easy to work with”.

Stuart WilliamsHead of Operations – FourNet

‘The new system seems to be working really well for us and we’re enjoying it!’

Mitchell WatersICT Servicedesk Administrator – South Yorkshire Fire & Rescue

Buy it, it is the best ITSM toolkit I have ever worked with, including ServiceNow.

Michael BebbingtonService Delivery Manager – UK Plumbing Supplies

HotH is laser focused on Service Management, where many other platforms try to be all things to all men.  It’s a great product, I think this largely reflects the great people at HotH, everybody I have spoken to is business-like, pleasant and easy to work with”.

Stuart WilliamsHead of Operations – FourNet

‘The new system seems to be working really well for us and we’re enjoying it!’

Mitchell WatersICT Servicedesk Administrator – South Yorkshire Fire & Rescue

“There are lots of ticket management systems out there, but the customer service that we receive is outstanding, nothing is too much trouble, no question is too silly to ask, and the system does everything you would want it do. It’s a good price in a competitive market with exceptional customer service.”

Read the Epping Forest Case Study

Paula TredgettEpping Forest