Feature Details

Professional, Enterprise

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Business Areas

Notes and Audit Trail

Create a full Audit trail right within your ticket!

Compatible with:

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  • Notes

    Help Desk notes can be added to calls in House-on-the-Hill

    This area of the software provides a communication channel for engineers and agents working on issues and requests. The Note automatically records the date and time of creation, the note Author and the Status of the call at the time the Note was written.

    Notes can be kept as an internal messaging system, so that service desk agents can only view and create them. Alternatively, you can enable Customers to view notes on tickets logged via their personal self-service web portal. This is a popular feature, as Customers can see that their issue is being worked on, and who the ticket is assigned to. This provides a level of transparency for customers.

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  • audit trail

    Record

    Automatically Generate a Call Audit Trail

    The help desk notes section can also be a means of recording an audit trail, displaying the chronological history of a ticket. A Notes is automatically logged each time an update or change is made to the call, such as changing Priority, Status, Assignee, or if emails are sent from the call.

  • Copy Images

    Copy and Paste images for notes

    The copy and paste of images feature is only available for use in the web browser version when using Internet Explorer 11. To copy and paste into a call Note, the user can simply select the Notes to be html

    image paste

    Key Features

  • Keep internal or make visible to customers via the self-service portal
  • Add attachments to notes
  • Use for an extra communication channel between service desk agents, engineers, managers and customers
  • Send notes as emails
  • Generate an automatic audit trail of all changes that occur on the ticket
  • Provide a level of transparency to your customers
  • Ensure that all information is gathered on the call, so that a full progress history is created

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