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software for:
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A powerful
Stand Alone" Help Desk program
with a built in contact database or
integrates with the popular contact manager
ACT! 2000 (ver 5) thru 2014 (ver 14) ,
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Tele-Support HelpDesk (32-bit application)
is for companies who take calls from customers and prospects and must resolve
those calls in a timely and effient manner.
Calls may be from customers requiring customer service, helpdesk support, or just questions
to frequently asked questions. Easily track issues from
inception to resolution. Reporting allows you to measure 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.
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Tele-Support HelpDesk has several powerful Add-ons
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Hot Tips Publisher" allows you to extract subsets
of your knowledgebase and make them available on your web site, your laptop, or even a USB key.
Inquiry Status Publisher",
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.
HelpDesk Billing
for QuickBooks (US version)",
The "Billing for QuickBooks" add-on for Tele-Support HelpDesk allows you to create
invoices, quotes, or sales orders in QuickBooks 2006-2009 from "time and material" data that is created in HelpDesk.
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"Tele-Support HelpDesk is powerful stuff. My helpdesk staff depend on this program throughout the day
to help make our customers 'happy campers'. It's nice to know there are other companies out there
that truly care about customer satisfaction and service." Timothy Johnson, Computer Support Services,
Springfield, Mass.
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Two HelpDesk Versions
HelpDesk "Lite" and
HelpDesk "Standard"
see comparison
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Watch our detailed
"day in the life"
VIDEO DEMO
and see a typical HelpDesk day.
This is a great way to see how this solution will immediately help you "take care of customers"
and win and impress your clients with fast and efficient answers to their questions and problems.
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Click here
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Try our 30 day FULL EVALUATION
demo, with 100% of all features, including FULL TECH SUPPORT for 30 days.
We treat you like a valued customer from day one.
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Task Management
(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
(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
(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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Customized Tab Design
We now include the ability to resequence the tabs on the open inquiry in any order that you like.
All tabs are available for sequencing.
Using the built in forms design tool, will give you the ability to create and customize your tabs and field.
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HelpDesk Screen Shooter
(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 allows you to build a database of FAQ's, common, uncommon problems with resolutions.
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. Hot Tips are attached as a PDF file
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 can be linked to inquiries, including attachments
(which will be filed according to a user defined scheme), along with full
message information.
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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 have added a full featured spell checker for Emails.
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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.
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"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.
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Inquiry Status Publisher (addon) 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.
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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 7 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.
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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 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 which does both out-bound and in-bound.
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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'.
You have 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 to 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.
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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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Contact Manager Interface
With ACT! or the Stand Alone contact manager
you'll be able to display and/or edit limitless fields from the contact
manager.
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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!
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For those of you using ACT! 2007 and above, we've created a whole new way to display HelpDesk issues for
your ACT! contacts.
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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Advanced Time and Material Billing
This is an included feature of
Tele-Support HelpDesk 4.1. This feature allows you to enter one or more associated costs to
an inquiry ticket. Build a 'rate table' that offers a flexible rate schedule to meet most
any need. Use a combination of rate types.
You can bill by user, type of service, type of client, individual negotiated rates by customer,
fixed material based costs, or time based costs. It will create statements that can
be used for billing.
If you use QuickBooks, we have an optional "add-on"
HelpDesk to QuickBooks Link which allows the time/material billing information to flow
into Quick Books.
See
sample video of this powerful feature.
Time and Material Billing is standard and included in HelpDesk 4.1.
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Email Suspend Feature
This feature allows you to put the 'current" email you may be working on into a "suspend" status while
you go back to the open inquiry or viewing or changing data, then returning to the suspended email to either
complete or cancel the email.
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Expanded email subject line options
Ability to add the inquiry number, company, and/or contact to the email subject line.
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Display inquiry "days old"
Ability to add a sortable field to the inquiry queue that displays the number of days since
the inquiry was created.
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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.
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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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Watch Video Demo
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Download
Full Evaluation
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