Free Web Based Help Desk Software, Help Desk Solution And CustomerSupport Software

Discussion in 'Computer Support' started by cw, Dec 22, 2007.

  1. cw

    cw Guest

    Free Web Based Help Desk Software, Help Desk Solution And Customer
    Support Software

    Hot Help Desk is a free ticket management and100% web-based help desk
    system which can be accessed from any browser, with no plug-ins, no
    client maintenance and no client updates. Your customers can create
    and update tickets via online web based form or email easily, so you
    are able to track the history of support requests from inception to
    resolution, including routing, ownership and transfers . Hot Help Desk
    also provide powerful service modules like automatic email
    notification, searchable knowledge base, administrable download and
    reports analyzer, so you can offer your customers different options to
    help them get their issues resolved quickly. With a complete feature
    set and an affordable price tag, Hot Help Desk will improve the
    efficiency of your business. You can transform your cost center to a
    revenue center. Features:
    1. 100% Web Based - All your support staff and customers need to use
    Hot help Desk is a web browser. There's no plugins or other files to
    2. Ticket assigned automatically - Administrators can create rules for
    automatically assigning tickets to groups or technicians based on
    different criteria. These rules can also be easily arranged in order
    of priority over each other.
    3. Customizable Queue - Techs can quickly and easily modify how the
    ticket queue is displayed, including which columns to show, how many
    tickets are displayed in the queue, which types of tickets to display
    and the sort order of the tickets.
    4. Customer Portal - Customers can log in and open, view and modify
    tickets through your web site, eliminating the need for them to sit on
    the phone on hold waiting for a tech to take their information.
    Automated e-mail alerts will keep them up to date on ticket progress,
    greatly shortening response time when action is required on their
    part. They can also update their account information, view open and
    closed tickets and search support articles.
    5. Complete ticket history - Every ticket has a complete history of
    its progress on the History tab of the ticket form. Every time a tech
    adds a resolution or changes the ticket status, or when a customer
    responds through the web ticket system an entry is made, complete with
    ticket status and timestamp.
    6. Automated e-mail alerts - Email alerts can be setup to alert
    customers when action has been taken on their ticket, and to alert the
    assigned tech when the customer provides further responses to their
    open ticket.
    7. Automatic ticket creation from POP3 emails - Incoming emails can be
    turned into support tickets automatically. As soon as the message is
    received on your pop3 server it will appear in the technician's ticket
    8. Automatic appending to existing tickets from POP3 email responses -
    Responses to email notifications are appended to the history of the
    corresponding existing tickets. This elimiates the need for the
    customers and technicians to always login to reply to a ticket.
    9. File Attachments - Both technicians and customers can attach files
    to tickets to add even more flexibility to the types of data that can
    be tracked and shared. The administrator can define maximum file sizes
    and more.
    10. Online Support Articles - From the administration console you can
    create, edit and delete support articles that serve two important
    purposes. The first is to provide customers a form of "self help",
    which allows them to quickly find resolutions to known issues, taking
    some of the burden off of support techs allowing them to focus on more
    complex issues. And the second is to provide a knowledge base for
    support techs to quickly look up resolutions to known issues, which in
    turn trains the tech on known issues.
    11. Powerful Administration Console - Nearly every aspect of Hot Help
    Desk can be controlled from this administration system. For example,
    you can add/edit/delete support techs, support groups and customers,
    manage e-mail alerts, customize fields of the ticket form, add/edit/
    delete support articles (includes a powerful HTML editor for adding
    vibrant content), and view graphical reports that show current,
    weekly, monthly and yearly statistics.
    12. Powerful Report Builder - Create, save and run your own custom
    reports using the web based report builder. Select time frames,
    technicians, customers, groups, statuses, escalation levels and more
    and store the reports in the database for running when you need to see
    the data you want.

    cw, Dec 22, 2007
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