software for:
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A
powerful
Stand Alone" Help Desk program that also
integrates with popular contact management programs
ACT!, GoldMine, and Microsoft
Outlook 2007 with Business Contact Manager, TeamScope CRM.
Microsoft Outlook
for ACT!
Ver 6, 2005 to 2009 |
for GoldMine
Ver 6, 7, 8 PE,
all SQL |
Stand Alone
Built-in contact manager
|
Business
Contact Manager
with Outlook 2007 |
TeamScope CRM
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TeleSupport HelpDesk is for companies who take calls from customers
requiring customer service, helpdesk support, or issue resolution. You
can easily track issues from inception to resolution. Reporting measures
how much time was spent by staff, customer, product, or category.
Tele-Support HelpDesk runs over a company's Local
Area Network, or over the Internet
right from a browser or any Windows desktop. |
|
Try HelpDesk as a Stand Alone Help Desk System or with popular
contact managers ACT!, GoldMine, or Microsoft Outlook
2007 with Business Contact Manager. You'll be amazed the
sophistication of its features, and amazed again at its affordability.
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The
TeleSupport HelpDesk system includes a "Hot
Tips Publisher", which allows you to extract subsets of your
knowledgebase and make them available on your web site, your laptop, or
even a USB key.
We also offer "Inquiry
Status Publisher", a module that allows you to automatically
upload selected information, including status, to a web site and then
allow customers to self inquire the status and other information about
their inquiries.
Task Management
(4.0) (see
video clip)
This adds the ability to add one or more tasks that can be
linked to an inquiry or to create tasks that are only linked by
user and not inquiry. Ability for user to examine tasks in
various ways, both as a user, per inquiry, per status or
priority, or by due date.
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iForms
(4.0) (see
video
clip)
We'll provide an easy way to extract information from web forms that can
easily "form fill" information into your inquiry from the posted forms
arriving via email. We will provide several web form templates that you
can use as examples in building your own personal web forms for "user
inquiry submission".
If you're using HelpDesk as a stand alone, you can also automatically
create a new contact from the iForm inbound information.
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Inquiry Work Flow
(4.0) (see
video
clip)
Work Flow allows you to predefine actions that you want to take upon the
occurrence of certain activities. In the case of HelpDesk, these events
are "Inquiry Creation", "Inquiry Completion", "Inquiry Reopen", and
"Inquiry Open and Close in One Call". Here are the actions that you will
be able to define in the initial implementation of 'work flow'.
Inquiry Creation: When an inquiry is started for a company or contact,
you will have the ability to automatically send an email to the
associated account sales representative informing the rep of the new
issue and some details about the issue.
Inquiry Completion: When an inquiry is completed, you will be able to
take several actions. The first one is to again notify the sales rep for
the account that the issues is being closed. You can likewise send the
same email to a HelpDesk user. Also upon completion, you may select or
automate an email(s) that will go out to the customer with a comment
regarding the closing of the inquiry and perhaps an survey about the
service provided.
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Flexible Tab Design
(4.0)
First, we are allowing you to resequence the tabs in any order that you
like. All tabs are available for sequencing.
Secondly, the center view tabs, which are limited to three tabs
currently (often mapped to and showing contact manager fields), can now
be expanded to more than three if desired. Also, each tab will no longer
be limited to 14 fields. A built in forms design tool will allow you to
place and add more than the 14 fields currently available on each tab.
|
HelpDesk Screen Shooter
(4.0) (see
video clip)
Do you use "GoToMeeting", "GoToAssist", "Citrix", or other on-line tech
support remote viewing programs? Is so, we're designing an interface
that will allow you, among other things, to do screen captures and link
the images to an inquiry. You'll also be able to annotate and add text
descriptions to each graphic screen image if desired, capture them in
groups, and to link these images to the current open inquiry.
This is a full screen capture utility that will capture and link any
screen image to a HelpDesk inquiry, whether local or remote.
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My HelpDesk
My
HelpDesk is a "new way to start your HelpDesk day". My HelpDesk gives
you a 'starting point' and a personal view of your HelpDesk world.
Easily view individual inquiry statistics, analyze open inquiries by
department or by company or priorities by department or company.
View last inquiries opened, known issues added, knowledgebase items
added, reminders, manage a personal launch pad, and go directly into
desired inquiries.
At a single glance or a click away, you can know such things as how many
inquiries are open for you, your department, or for everyone. See the
last inquiries you worked on, last known issues resolved, or last Hot
Tip knowledgebase items added.
Look at a breakdown of inquiries by user or by priority, for your
department or company as a whole. Keep personal reminders or personal
links at your fingertips. All this and more.... See more details of "My
HelpDesk"
here.
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Inquiry Tracking
Every call is tracked from initial inquiry to problem resolution.
Inquiry history makes it easy to reopen an already closed inquiry.
HelpDesk can detect if the inquiry's subject already exists and
eliminate duplication and additional effort by your support staff. Quick
find feature speeds contact look-up. Open inquiries stay on screen until
finished. System tracks number of inquiries opened and closed each day.
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Real Time Call Forwarding
Inquiries can be forwarded to any operator or department. If forwarded
to a department, the inquiry is opened on the workstation for next
available operator, ready for them to pick up the phone and handle the
situation or problem. Referral system tracks who is logged on. Callbacks
to be scheduled for any date, time, and staff member. Calls can be
assigned on a next available basis. Referrals can automatically notify
the receiving staff member via email for easy notification of staff not
logged into HelpDesk
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Intake Forms
You will now have the ability to design what is called ‘Intake Forms’.
These are user-designed forms whose purpose is to ask and store
questions and answers as part of the inquiry record, predetermined
critical and important information that pertains to a particular type of
problem or issue. You may develop and use as many types of forms as may
be needed in your organization and assign (link) multiple forms to a
single inquiry. Fields on a form may be declared mandatory (desired) or
optional.
Example: Your company sells and supports software applications.
Incoming issues may fall into the categories of installation,
configuration, reporting, or operating system. So when a call comes in
that involves ‘configuration issues’, you would quickly select the
configuration form and link it to the inquiry. This form would have
questions specific to this type of problem, such as operating system in
use, problem occurs at one or all workstations, problem is recurring,
operating system version, software version, etc.
This feature means you have unlimited information that you can acquire
and linked to an inquiry in a format that best suits your organization’s
needs. This is power!
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Hot Tips Knowledgebase
Hot Tips knowledgebase base may use either Rich Text or HTML documents,
located on a local hard drive, a company's intranet, or on the Web.
Using HTML also means that you can implement branch scripting via hyper
links within HTML documents. You will have the ability to view and
attach any Windows files via the internet email module. Have your
clients using and/or sharing the same HTML hot tips as you use
internally.
A proprietary search algorithm finds help files from the natural
language description of the problem. Help files can be read by the
operator, or emailed to the caller with only a few keystrokes. Email
both text and graphic files. Don't answer the same questions over and
over. Solutions are just a click away!
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HelpDesk Post Office
We've brought the complete email system, both inbound and outbound,
under the control of HelpDesk with built-in email processing, and
dedicated solely for HelpDesk's use. This means that outgoing mail can
be sent from a global 'support department' but still maintain individual
staff names.
Inbound email may be easily routed to the 'responsible' staff person
handling a particular inquiry. Easily attach an email to an existing
inquiry or create a new one with the information contained.
It allows single inbound email address to be shared by entire support
staff and for the routing of inbound email.
Inbound email will automatically link to inquiries, including
attachments (which will be filed according to a user defined scheme),
along with full message information.
Watch for version 3.1 enhancements that will include the ability to
create and add Email Templates and Signatures. Spell check will be added
to outbound email. |
HTML Email Templates and Signatures.
Design, develop, and store email templates for specific types of emails.
You'll be able to design a message to fit each situation. You'll also be
able to merge data from the open inquiry, including contact data, into
the email.
Also, choose from a list of developed signature lines, choosing either
global signatures or one associated with a particular HelpDesk operator.
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Spell Checking.
We're adding a full featured spell checker that can be used in sending
your HTML formatted emails. Eventually, it will be available for use in
Hot Tips, Known Issues, and Notepads. |
Sticky Notes
This gives you the ability to attach a "sticky note" to an inquiry,
easily flagging the inquiry with a special message for others to see.
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Bulletin Board System
HelpDesk now has the ability to create one or more bulletin boards to
aid communication internally for HelpDesk staff and users. As many BBS
boards as desired can be created. Each board can have unlimited "sticky
notes" attached to it.
Each board can have designated users who "subscribe" to the board. So,
you could possibly have something like a "General" board, a "Support"
board, and/or a "Developer" board. Each board will have designated
subscribers and each will have various abilities based on their security
rights.
Boards and messages can have a special "alert" status whereby each
subscribed user will be notified of the special alert status. When
messages are posted, each user will see a special flag indicating that
something new has been posted to a particular board and that they as an
individual user has not read it. |
"Stand Alone" HelpDesk.
The
stand alone version of HelpDesk has been vastly improved with the
addition of the following items:
- Import capabilities have been added to Stand Alone HelpDesk.
Sources can be tab delimited, comma delimited, or ADO. Using ADO
gives much latitude in attaching to many file systems, including
anything to which an ODBC or ADO connection can be established.
- Configurable 'tabs' and 'screens'. You can separate user defined
fields into manageable screen tabs. Each tab has a screen which is
highly configurable via a forms design feature.
- List box capability has been added to all custom fields added to
the stand alone contacts table.
- Multiple entry points (rights access) has been given that will
allow such things as the ability to enter, edit, and maintain the
contacts table without being a regular HelpDesk user. This would be
helpful for a company that wants non HelpDesk clerical users to
maintain the contacts table but not go into the HelpDesk program
directly.
- The ability to print individual contact records or print contact
lists has been added to stand alone HelpDesk.
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Time Line Analysis.
This
feature gives you the ability to have a "special event" time log entry
added automatically in order to record and display when certain types of
events take place. These events are 'inquiry referrals' (ownership
changes, either by manual referral or during an inquiry escalation),
'priority changes' ( from either priority escalation or manual priority
changes), 'inquiry finish' (closing an inquiry), and 'reopens' (whenever
an inquiry is reopened).
With the above information recorded, you'll be able to analyze and see
in a list not only when an inquiry was worked on, how long, and by whom,
but also when an inquiry priority changed, when an inquiry ownership
changed, and even see when and by whom inquiries were closed and even
later reopened. |
Inquiry Status Publisher See
Video.
One of the most sought after features. Now you will be able to "publish"
status and other information about inquiries to a web site where
customers may access their individual entries and check status and other
related information. You will decide which customer records qualify for
publishing, which inquiries and how long after they are closed, the
method that customers will access, the look and feel of the template
that is presented to the inquiring customer, and what fields are to be
published, including some special fields that can be set aside just for
'publishing', including an additional Notepads. And best of all, you can
run this on any web site, shared hosting or not. |
Contract & Pre-Paid Support Tracking
This feature allows you to store in your contact manager information
about service contracts. You determine the type (per hour or per
incident), expiration date or 'must use by' dates, and user defined
break points where you are warned and/or blocked from opening an
inquiry. Example, warn me when contract time becomes 30 minutes or less
or time until reaching expiration date is 15 days or less. You
determine the break points and the action that is to happen. Time
and/or incidents will be updated back to the contact manager. In the
contact manager, you will be able to set filters and call or make lists
of impending contract expirations.
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Inquiry "Alert" System
There are certain conditions that a HelpDesk user would like to know.
HelpDesk now puts icons in an alert column for the following conditions.
A "red dot" is inserted to indicate that the owner of an inquiry has not
yet opened and read it's contents. Until that operator opens the
inquiry, the icon will remain. That let's a helpdesk operator quickly
see which inquires are unread by them since being assigned to them and
let's management see system wide if inquiries are being left idle or
unread.
A "chain link" is inserted to indicate that there is either a new email
that has been attached to the inquiry or a new linked file has been
attached.
A "form" is inserted to indicate that there is a new Intake Form has
been created for this inquiry.
Once the operator enters the inquiry, these alert icons are
automatically cleared.
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User Defined Fields in Inquiry Record
You have the ability to add new user defined fields that are part of the
inquiry record itself. Some of these fields are indexed so that they
can be used as lookup fields. These fields will also be available in
custom designed reports.
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Internet Email
This feature provides for sending outbound internet email using any
windows MAPI compliant email client, such as Explorer, Outlook, Eudora,
Exchange, etc. You will be able to send messages, hot tips, or
attachments of any kind via Email. This email will be logged in the new
Link Database (see below) and the message body will be preserved.
You'll be able to quickly browse all emails per inquiry or client in the
Link Database.
Drag and drop of inbound email and attachments directly from Outlook and
other mapi email programs to the "links" database in HelpDesk is
supported. You may optionally wish to use the new HelpDesk Post Office
"new" in version 3.1.
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Links Database
This allows you to link almost anything to an inquiry record and to the
contact record as well. This includes any thing you can drag and drop
from your windows desktop or applications, including shortcuts,
documents, spread sheets, graphics, web URL addresses, ANYTHING. Also
included is a special type record, the email linked record, which will
preserve the message body content for easy reviewing both inbound and
outbound email for this inquiry/contact. If you are using HelpDesk Post
Office, inbound and outbound email linked to inquiries will also be
found in the Links database and shown individually attached to
individual inquiries.
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RMA Database
A special database to hold information regarding RMAs. You'll easily
record (using a user defined RMA numbering system) RMAs and report
information from this file.
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Known Issues "Bug" Database
Don't spin your wheels researching or looking up known problems. Check
the 'bug' database. Contains fields such as when reported, nature of
the problem, who is responsible for it, expected completion date, and
customers waiting on the 'fix'.
New in 3.0 is the ability to utilize Known Issues for other uses,
including recording "wish list items" from internal staff or customers,
"suggestions" from customers and staff, "documentation" or "other" types
of information you wish to manage its development.
We use it in house to manage bugs, new features, the versions in which
they will be included, priority, and quality assurance and testing
managed by priority and status. Check back or email for a case study
being developed on this versatile feature set.
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Launch Menu
This is
an advanced feature that will allow you to build a menu of custom
programs that can be called from an open inquiry. The menus allow you to
pass parameters from both HelpDesk (such as inquiry number) and from the
contact manager (such as the unique identifier that ties HelpDesk to the
contact manager).
The purpose of this is to allow, while an inquiry is open, the ability
to call a custom program (your responsibility) to go and retrieve
information and present it to the HelpDesk operator. An example would be
to go and pull up a list of everything sold to this particular customer
and display it on the screen. The HelpDesk user could then choose the
appropriate item and pull that information into HelpDesk. This is most
helpful when you want to go to another system or back to the contact
manager) to pull up inventory or assets linked to a particular contact.
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Configurable Inquiry Screen
The Open Inquiry screen is now highly configurable, allowing you three
custom views of all data, tabs for products, RMAs, Links, Time Logs,
and History Records.
We have Original Problem
Notes which contains a text description of the problem as
first described, and Resolution Notes, where notes relating
to the problem solving are kept. Also, you can use Intake
Forms (as described above) to further enhance you view of
pertinent information. We've added functionality to the
timer, allowing you to stop it if you walk away from your
desk (under supervisor control) with a flashing timer
indicating its 'stopped' mode.
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Configurable History Queue Filtering
The History Queue has a 'quick' filtering system to allow you to quickly
find the closed inquiry you are seeking. It filters by date range and a
number of other search values allowing quick filtering with each key
stroke. Makes for faster response in finding the information you want. |
Priority Escalation System
A few new additions to the escalation system, including a 'drop dead'
date to flag specific inquiries as to their special status and special
escalation date. The system will allow you to define priorities and
select when they are to be escalated, how they will appear (color
change) and if they should be rerouted to a different person or
department. Automatically generate email notification at user defined
priority levels. Example, when reaching 'Critical' notify assigned user
and Department Manager with full details. Is managed by a separate
escalation 'server' that can be dedicated to this task, removing
valuable processing tasks away from individual helpdesk users.
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Report Writer Management Reports
Many analysis reports are provided in Crystal Reports format, making it
easy for you to use our formats to generate your own reports. Optional
time log tracking allows summary reporting that tells you exactly who
takes how long to complete specific problems. Prevention report allows
you to improve documentation and systems to guide product development
and knowledge-base text. Report on inquiries open/closed/all per timer
period by category, product, client, priority, or operator. Complete
time tracking reports as well as detailed billing report/analysis.
Prevention notes by product and company.
The supplied reports will come with 'source' so that you can copy and
modify our reports to make your own. The internal file structure for
HelpDesk is Microsoft Access so that you can use any report writer that
reads Microsoft Access files. Most all information you will need will
be found within our own data files eliminating the need to link external
sources.
To modify Crystal Reports, you will need to purchase Crystal Reports
Report Designer. This is not included with Tele-Support HelpDesk. Only
'run time' files are included with HelpDesk.
New reports scheduled include Dispatching, Graphing, Open Call Analysis,
Resolution Analysis, and more. |
Contact Manager Interface
With GoldMine, ACT!, TeamScope, BCM, or the Stand Alone contact manager
you'll be able to display and/or edit limitless fields from the contact
manager. With GoldMine, you can display an open inquiry in GoldMine's
Pending tab and then have it moved to the History tab upon completion.
ACT! allow for activity history stamping as well. These features allow
for non HelpDesk staff to have a 'heads up' awareness of HelpDesk issues
without having to go into the HelpDesk module itself.
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Scripting engine
We've added a scripting engine with version 3.0 plus. Initially you'll
be able to use this feature to define expressions for default "priority"
and default "billable". Use java script or visual basic script to form
expressions to return information used to decide these default values.
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HelpDesk Viewer for ACT!
(4.0) |
For those of you using ACT! 2007 and above, we've created a whole new
way to display HelpDesk issues for your ACT! contacts. Previously (and
you can keep it he same), we created feedback to the ACT! user via the
Notes History on a contact record.
Now you can use HelpDesk Viewer for ACT! which will create a "HelpDesk"
tab on your contact screen. Click on the tab and it will retrieve all
HelpDesk activity for this contact record. See
HelpDesk Grid screen shot.
This grid is configurable as to what fields you want to display.
See field selection screen shot. You can even choose to see only
'open' inquiries, only 'closed' inquiries, or 'all' inquiries. If you
click an inquiry in the grid, it will display more details about that
inquiry, including notepads.
See inquiry details screen shot.
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Other Features and Improvements
* Improved system, administration, and user setup.
* Contact managers do NOT have to be open on the desktop to be used by
HelpDesk users.
* Updates, upgrades, additional user counts, can all be done over the
web.
* On-line help. One click web updates. |
Using GoldMIne version 8 PE?
* View
feature comparison between GM 8 PE and Tele-Support HelpDesk
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Screen Shots
Demo Downloads
The
Tele-Support HelpDesk Video
Demo
The Video Demo can be run directly "from the web" in
your web browser and consists of video scenes presented in
Macromedia Flash technology. It depicts a "day in the life"
of a HelpDesk department and shows many of the functions
contained in the HelpDesk program. It may also be downloaded
in a self extracting EXE program file and run on your local
workstation for fast operation and to make sharing the demo
with others who do not have a fast Internet connection. This
demo is recommended as a first look at Tele-Support
HelpDesk.
The Tele-Support
HelpDesk Full Evaluation Program
is the actual HelpDesk full featured program, 10 users, but
limited to a 30 day trial test. It will allow you to fully
explore and test how Tele-Support can be helpful in your
business. Please call us with any questions or help you may
require to get up and running. |
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